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Author: Jean L. Harvey Publisher: Quality Press ISBN: 0873899849 Category : Business & Economics Languages : en Pages : 141
Book Description
As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies and scripts used in the staging of such experiences. It introduces the reader to many fundamental notions in service operations, from positioning to execution, with much attention paid to human experiences such as those of customers and service workers; be they performing simple repetitive tasks or complex mental tasks. The subject is treated in an user-friendly manner with a storytelling context, focusing initially on every day services (coffee shops, fast food, supermarkets) and then moving on to complex services (lawyers, physicians, engineers, accountants). Contrary to popular hype, not all service experiences are meant to be memorable. If all you need is a cup of coffee and this is done quickly, effortlessly, and painlessly, thats good. If theres a little plus along the way, thats better: youll make a mental note that this is a good place to stop next time you are in the area. In an age of exponential technological change, service delivery processes are changing quickly and service industries are being creatively destroyed. You want to be the disruptor, willing to disrupt a large part of your actual income streams. The ability to maintain differentiation rests largely on an in-depth understanding of the service experience and operational excellence. The future belongs to the fastest learner. Intuition is only part of the story.
Author: Jean L. Harvey Publisher: Quality Press ISBN: 0873899849 Category : Business & Economics Languages : en Pages : 141
Book Description
As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies and scripts used in the staging of such experiences. It introduces the reader to many fundamental notions in service operations, from positioning to execution, with much attention paid to human experiences such as those of customers and service workers; be they performing simple repetitive tasks or complex mental tasks. The subject is treated in an user-friendly manner with a storytelling context, focusing initially on every day services (coffee shops, fast food, supermarkets) and then moving on to complex services (lawyers, physicians, engineers, accountants). Contrary to popular hype, not all service experiences are meant to be memorable. If all you need is a cup of coffee and this is done quickly, effortlessly, and painlessly, thats good. If theres a little plus along the way, thats better: youll make a mental note that this is a good place to stop next time you are in the area. In an age of exponential technological change, service delivery processes are changing quickly and service industries are being creatively destroyed. You want to be the disruptor, willing to disrupt a large part of your actual income streams. The ability to maintain differentiation rests largely on an in-depth understanding of the service experience and operational excellence. The future belongs to the fastest learner. Intuition is only part of the story.
Author: Jean Harvey Publisher: Quality Press ISBN: 1636940064 Category : Business & Economics Languages : en Pages : 335
Book Description
Different types of organizations provide services that require multiple, complex services to produce results. Oftentimes, those complex services morph into a maze of system processes that crisscross, impeding the smooth operation of processes and value creation. So how can you manage multiple services efficiently and effectively? This book outlines the strategy and execution needed to meet your goals. Numerous examples, exercises, and tools are included to help explain and clarify. The revised fourth edition includes a new focus on the impact of artificial intelligence in complex services, as well as links to video clips and podcasts. Professionals, semi-professionals, and technical workers in all areas, from law to medicine, accounting to engineering, social work to architecture, will find this book an invaluable tool in achieving success.
Author: Adryan Rachman Publisher: Penerbit NEM ISBN: 623115405X Category : Business & Economics Languages : en Pages : 94
Book Description
Crafting Excellence in Service and Guest Relations for F&B Retail is a comprehensive guidebook tailored for professionals and entrepreneurs in the food and beverage retail industry. This book delves into the intricacies of providing exceptional service and building lasting relationships with customers in the competitive F&B retail landscape. The book begins by exploring the evolution of customer feedback in retail, tracing its historical trajectory and highlighting its significance in shaping industry practices. It then delves into the fundamentals of customer satisfaction index (CSI) and net promoter score (NPS), offering insights into their methodologies, advantages, and limitations. Drawing upon real-world case studies and success stories, the book demonstrates the combined effectiveness of CSI and NPS in providing comprehensive insights into customer satisfaction and loyalty levels. Readers will gain practical knowledge on integrating these metrics to obtain a holistic view of customer sentiment and drive business growth. Furthermore, the book examines best practices for implementing CSI and NPS in retail management, offering guidance on survey design, data analysis, and action planning. It emphasizes the importance of incorporating these metrics into regular business processes and aligning them with broader strategic objectives to foster a culture of customer-centricity.
Author: Matt Glover Publisher: Heinemann Educational Books ISBN: 9780325099736 Category : Education Languages : en Pages : 232
Book Description
If you believe that all students should have opportunities to write in genres of their choice but aren't sure how, Matt Glover is here to help. In Craft and Process Studies, Matt makes a compelling case for raising student engagement and writing quality by allowing students to choose the genre they want to write in. Then he shows you how with 17 possible units, divided into craft and process studies, that teach important writing skills while also providing opportunities for choice of genre. Matt uses a predictable structure for each unit that includes suggestions for: - applicable grade ranges - time of year to try - key unit goals and questions - mentor texts - minilesson topics - conferring goals. With key teaching points, ideas for how to fit the units into your existing curriculum, and strategies to overcome common roadblocks, Matt gives you all the specific how-to's for implementing the studies even in school settings where writing units are already set. And with 40 classroom videos, you'll see the power of this work in action.
Author: United States. Congress. House. Select Committee of Inquiry into Operations of the United States Air Services Publisher: ISBN: Category : Aeronautics, Military Languages : en Pages : 1642
Author: Anne-Marie Faiola Publisher: Storey Publishing ISBN: 161212089X Category : Crafts & Hobbies Languages : en Pages : 241
Book Description
Make your own custom-tailored and perfectly formed cold-process soaps! Learn how to use milk jugs and yogurt containers for molds, and how coffee, avocado, and even beer can add unique dimensions to your creations. This encouraging introduction to the art of soapmaking makes it simple to master the techniques you need to safely and easily produce your own enticingly fragrant soaps.
Author: Alan Harwood Publisher: ISBN: Category : Ethnic groups Languages : en Pages : 1492
Book Description
Ethnicity and Medical Care equips health professionals with the ethnographic data they need to deliver better health care within American communities of urban blacks, Chinese, Haitians, Italians, Mexicans, Navajos, and Puerto Ricans. Each chapter, dealing in turn with one of these seven American subcultures, reviews the available demographic and epidemiological data and examines sociocultural influences on each major phase of illness. Topics range from culture-specific syndromes such as susto or "evil eye," to concepts of disease based on blood perturbations or God's punishment, to lay-referral networks, consultation of mainstream and non-mainstream sources of medical care, and adherence to treatment regimens. But ethnic behavior often entails general styles of interaction--attitudes toward authority figures, sex-role allocations, and ways of expressing emotion and asking for help--that are carried over into the healthcare setting. Accordingly, Ethnicity and Medical Care also offers general guidelines for providing more personalized, culturally relevant care for any ethnically affiliated patient.
Author: Jean L. Harvey
Author: Jean L. Harvey
Author: Jean Harvey
Author: Adryan Rachman
Author: Matt Glover
Author: Jean Harvey
Author: United States. Congress. House. Select Committee of Inquiry into Operations of the United States Air Services
Author: Anne-Marie Faiola
Author: 
Author: Alan Harwood
Author: Vermont. State Board of Education