Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.

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Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.

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As customer expectations become increasingly sophisticated, the diversity and range of products and services on offer widen continually. But how can companies ensure that their product or service is preferred by customers and, more importantly, that it continues to be? The key is to develop a close relationship with these customers, through knowledge of their preferences. This comprehensive new book takes an in-depth look at what companies all over the world are doing to achieve this, showing the tools and techniques which actually bring results.

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Recent years have been tough on event planners and the special events industry. September 11, major economic downturns, wars and SARS have all hit the event planning industry hard. There are fewer corporate dollars than ever to go around for travel budgets and special events. In what was already a highly competitive industry, many planners and companies are struggling for their business survival. This book tells you all you need to know about how to market your event planning business and build a client base - in good times or in bad. Marketing Your Event Planning Business shows event planners and event management companies how to gain the competitive edge by setting themselves apart, pursuing new markets, and soliciting sales. It covers all the vital topics in event planning marketing, including how to: Diversify your client base Develop niche markets and areas of expertise Define and customize your customer service Establish a back-up plan for use during downturns Solicit sales and develop new business Market yourself within your company and in the industry Set up your own event planning business Marketing Your Event Planning Business is loaded with practical tips and examples, offering everyone in the event management business creative new ways to showcase their talents, build their business and bring added value to their clients. An indispensable tool for: event planners event planning management companies suppliers public relations, communications, and administrative professionals professionals in the hospitality, culinary, and travel industries

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Traditional service sectors encompass a wide variety of industries ranging from transportation, retail and healthcare to entertainment, banking, and insurance. As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems. This seminal reference considers Service Science to be the study of value co-creation, and finds abundant common elements and themes, common concerns and approaches that converge on this central, real-world phenomena. "Handbook of Service Science" takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research."Handbook of Service Science" provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation. The list of contributors includes: Melissa A. Akaka; John Bailey; Guruduth Banavar; Rahul C. Basole; William J. Baumol; Gaurav Bhalla; Mary Jo Bitner; Jeannette Blomberg; David E. Bowen; John R. Bryson; Richard B. Chase; Henry Chesbrough; Eng K. Chew; Daniel Connors; Peter W. Daniel; Andrew Davies; Faridah Djellal; Bo Edvardsson; Shelley Evenson; Ray P. Fisk; Faiz Gallouj; Susanne Glissmann; Robert J. Glushko; Michael Gorma; Michael Gregory; Dwayne D. Gremler; Steve J. Grove; Gerhard, Gudergan; Evert Gummesson; Anders Gustafsson; Alan Hartman; James L. Heskett; Kazuyoshi Hidaka; Barbara Jones; Uday S. Karmarkar; Per Kristensson; Robert F. Lusch; Linda Macaulay; Richard Metters; Ian Miles; Aleksandra Mojsilovic; Claire Moxham; Rogelio Oliva; Lakshmish Ramaswamy; Guangjie Ren; William B. Rouse; Roland T. Rust; Scott E.Sampson; and, Pamela Samuelson. It also includes: Jorge Sanz; W. Earl Sasser Jr; Benjamin Schneider; Carl J. Schramm; John D. Sterman; Stephen L. Vargo; Lars Witell; Valarie Zeithaml; and, Anatoly Zherebtsov.

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Providing the most current and complete treatment of business-to-business marketing, this comprehensive market leader captures and integrates the latest developments in market analysis, relationship management, supply chain management, marketing strategy development, and electronic commerce. Popular in both the United States and Europe since its first edition, the text provides expanded treatment of relationship strategies, the technology adoption life cycle, strategy formulation in high-tech industries, new product and service development for business markets, and Internet strategies.

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About the guest editor. Benn Greenspan has been the President and CEO of the Sinai Health System since January 1991. He held numerous positions within the growing Sinai Health System for 15 years before he became the CEO. During his tenure as CEO, Mount Sinai Hospital won the Foster McGaw prize the industry's national award for creative and effective community health service.

Price: $199.00 USD