Author: Sonia Ortiz ZavalaPublisher:
ISBN:
Category :
Languages : es
Pages : 167
Book Description
La cultura de servicio orientada al cliente en restaurantes
Author: Sonia Ortiz ZavalaLa disciplina del servicio: Cómo desarrollar una nueva cultura orientada al cliente y enfocada en la persona
Author: Lucio Lescano DuncanPublisher: Ediciones de la U
ISBN: 9587623584
Category : Business & Economics
Languages : es
Pages : 284
Book Description
El enfoque de servicio es, en esta era global, una estrategia clave para desarrollar la ventaja competitiva y lograr la diferenciación entre las organizaciones de clase mundial. Desde que el profesor T. Levitt advirtiera a inicios de los 70 la relevancia de los intangibles en todo tipo de organizaciones hemos sido testigos del auge observado por el servicio como una orientación relevante en diversos sectores. Tom Peters y R. Waterman en sus impactantes obras de los 80, también apostaron por el servicio al cliente como un camino esencial para competir y distinguirse. Charles Garfield ya en los 90 afirmaba que la calidad del servicio de las empresas era uno de los factores decisivos del éxito o del fracaso. A partir del nuevo milenio, importantes investigadores como Lovelock, Berry, Parasuraman, Schneider, Bitner, Rust, Zeithmal, entre otros, han contribuido enormemente con el desarrollo del campo de los servicios, reafirmando así su importancia para el mundo de los negocios y para las organizaciones en general.
La cultura de servicio
Author: Jorge Pinedo Rivera!Wow!
Author: Performance Research AssociatesPublisher: Thomas Nelson Inc
ISBN: 1418580260
Category : Business & Economics
Languages : en
Pages : 240
Book Description
Marca de liderazgo
Author: Dave UlrichPublisher: Editorial Almuzara
ISBN: 8483568837
Category : Business & Economics
Languages : en
Pages : 202
Book Description
Service Quality and Productivity Management
Author: Jochen WirtzPublisher: Ws Professional
ISBN: 9781944659424
Category : Business & Economics
Languages : en
Pages : 80
Book Description
Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes
Service Management and Marketing
Author: Christian GrönroosPublisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 412
Book Description
In examining the new rules of service competition, the author discusses what important issues constitute the three levels of internal marketing, the four basic strategy options, and the five rules of service.
Senior Tourism
Author: Simone FrancescatoPublisher: transcript Verlag
ISBN: 3839437032
Category : Social Science
Languages : en
Pages : 213
Book Description
This volume aims to bridge the disciplinary gap between tourism studies and aging studies. It investigates the intersections of tourism and aging from a variety of perspectives that focus on the many ways in which senior tourism is socially constructed and/or individually experienced. The essays tackle key topics ranging from the socio-economic aspects of post-retirement travel to the representations of the traveling elderly in literature, film and media, and the influence of travel on late-life creativity.
Readiness to Change Questionnaire
Author: Nick HeatherPublisher:
ISBN:
Category : Alcoholics
Languages : en
Pages : 26
Book Description
Tourism in National Parks and Protected Areas
Author: Paul F. J. EaglesPublisher: CABI
ISBN: 0851995896
Category : Business & Economics
Languages : en
Pages : 332
Book Description
This book describes the state of the art of tourism planning and management in national parks and protected areas. It also provides guidelines for best practice in tourism operations. Other objectives are to: Describe case studies and guidelines that contribute to conservation of biological diversity; consider the role of local communities within or near these areas; outline the development of tourism infrastructure and services; discuss visitor management; provide guidelines to enhance the quality of the tourism experience. The focus is global and the book will appeal to both academics and practitioners.