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World-class customer satisfaction

World-class customer satisfaction

자료유형
단행본
개인저자
Barsky, Jonathan D.
서명 / 저자사항
World-class customer satisfaction / Jonathan D. Barsky.
발행사항
Burr Ridge, Ill. :   Irwin Professional Pub. ,   c1995.  
형태사항
xviii, 229 p. : ill. ; 24 cm.
ISBN
0786301287
내용주기
The new customer imperative -- The ingredients of customer satisfaction -- Listening to customers and employees -- Benchmarking for competitive advantage -- Designing world-class customer satisfaction -- Retention marketing -- Trends -- Delivering world-class performance.
서지주기
Includes bibliographical references and index.
일반주제명
Consumer satisfaction --Case studies. Customer services --Case studies.
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001 000001033288
005 19981127114241.0
008 940419s1995 ilua b 001 0 eng
010 ▼a 94018563 //r95
020 ▼a 0786301287
040 ▼a DLC ▼c DLC ▼d 244002
049 0 ▼l 151062996
050 0 0 ▼a HF5415.5 ▼b .B37 1995
082 0 0 ▼a 658.8/12 ▼2 20
090 ▼a 658.812 ▼b B282w
100 1 ▼a Barsky, Jonathan D.
245 1 0 ▼a World-class customer satisfaction / ▼c Jonathan D. Barsky.
260 ▼a Burr Ridge, Ill. : ▼b Irwin Professional Pub. , ▼c c1995.
300 ▼a xviii, 229 p. : ▼b ill. ; ▼c 24 cm.
504 ▼a Includes bibliographical references and index.
505 0 ▼a The new customer imperative -- The ingredients of customer satisfaction -- Listening to customers and employees -- Benchmarking for competitive advantage -- Designing world-class customer satisfaction -- Retention marketing -- Trends -- Delivering world-class performance.
650 0 ▼a Consumer satisfaction ▼x Case studies.
650 0 ▼a Customer services ▼x Case studies.

소장정보

No. 소장처 청구기호 등록번호 도서상태 반납예정일 예약 서비스
No. 1 소장처 세종학술정보원/사회과학실/ 청구기호 658.812 B282w 등록번호 151062996 도서상태 대출가능 반납예정일 예약 서비스 B M

컨텐츠정보

목차


CONTENTS
LIST OF EXHIBITS = xiii
Chapter One THE NEW CUSTOMER IMPERATIVE = 1
 The Unraveling of Tradition = 2
 What's the Answer? = 3
 Big Prizes Await! = 5
 Service Is Not Satisfaction = 7
 Start Now = 8
  Identify with the Customer = 11
  Internal Partnering = 12
  The Executive Partner = 13
Chapter Two THE INGREDIENTS OF CUSTOMER SATISFACTION = 18
 Customer Expectations = 19
  Compnay-Controlled Expectation Creators : Product Experience, Short-and Long-Term Marketing Strategies = 22
  Uncontrollable Expectation Creators : Competitors, Preferences, Word of Mouth = 23
  Creating Standards : Ideal, Predicted, Minimum = 23
  Setting Expectation Levels = 25
  Rising Expectations = 27
  Give Customers What They Don't Expect = 28
 Quality = 29
  Service Quality = 32
  What Is Total Quality Management? = 35
 Customer Preferences = 38
  Priority Marketing = 39
  Measuring Preferences = 42
  Putting the Pieces Together = 43
Chapter Three LISTENING TO CUSTOMERS AND EMPLOYEES = 47
 Power Listening : You Can't Afford Not to Listen = 48
  Get Customers Involved Early = 49
  Surveys = 50
  Problems with Surveys = 52
  Focus Groups = 60
  Telemarketing = 61
  800 Telephone Numbers = 62
  Spotters and Mystery Shoppers = 63
  Customer Visits = 64
  Simple Surveys = 65
Chapter Four BENCHMARKING FOR COMPETITIVE ADVANTAGE = 70
 The Benchmarking Process = 72
  Identify a Process Needing Improvement = 72
  Measure the Process = 73
  Search for Industry Best Practices = 74
  Select a Benchmarking Partner = 77
  Collect Data = 79
  Identify the Gap = 80
  Project Future Performance Levels = 81
  Integrate Findings with Customer Satisfaction Strategy = 82
 Low-Profile Benchmarking without Permission = 82
Chapter Five DESIGNING WORLD-CLASS CUSTOMER SATISFACTION = 86
 Redesigning Processes = 87
  Focus on the Problem = 89
  Identify Causes = 90
  Consider Alternative Courses of Action = 92
  Redesign for Customer Satisfaction = 92
 Employee Management - Finding Best Solutions = 94
 The Issues = 97
  Increasing Employee Loyalty = 98
  Improving Productivity = 102
  Encouraging Professional and Personal Development = 111
 World-Class Solutions = 122
Chapter Six RETENTION MARKETING = 127
 Loyalty Programs = 130
  Frequent-Customer Benefits = 131
  Database Marketing = 138
  Relationship Marketing = 141
 Complaint Management = 143
 Service and Satisfaction Guarantees = 149
  Do Guarantees Pay Off? = 150
  Warranties = 154
Chapter Seven TRENDS = 159
 Customer-Driven Technology = 160
  Other High Technology for Customers = 165
 The International Customer = 167
  Europe = 168
  Asia = 169
  The Rest of the World = 171
 The Future - Rising Productivity and Expectations = 173
Chapter Eight DELIVERING WORLD-CLASS PERFORMANCE = 177
 The World-Class Customer Satisfaction Program = 180
  Preliminary Step = 181
  Step 1 - Getting Started = 186
  Step 2 - Customer Satisfaction Components = 189
  Step 3 - Customer and Employee Input = 194
  Step 4 - Competitive Advantage and Benchmarking = 199
  Step 5 - Designing World-Class Customer Satisfaction = 205
  Step 6 - Retention Marketing = 215
  Step 7 - Trends = 219
INDEX = 221


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