principles of marketing book
Customer Service - Principles of Service Marketing and Management - C Lovelock & L Wright
Ngày tải lên :
07/02/2013, 09:52
... Underlying such failures is often a lack of understanding of some of the
key principles of service marketing and management.
Technological change affects many other types of services, too, from ... Books, 1990), 31—34;John
Bowen, "Development of a Taxonomy of Services to Gain Strategic Marketing Insights,"
Journal of the Academy of Marketing Science 18 (Winter 1990): 43—49; Rhian ... computers.
The Internet offers new ways to deliver service for a broad array of industries.
Many Web sites, however, offer an example of marketing goods through service rather
than marketing a core...
- 387
- 1.2K
- 6
Tài liệu PRINCIPLES OF INTERNET MARKETING doc
Ngày tải lên :
09/12/2013, 20:15
... media
social bookmarking
SMO
trackback
digg
tag
typelist
blogroll
viral marketing
buzz marketing
vblog
podcasting
contentcasting
2
Topic: Internet Marketing
E -Marketing vs. marketing
Internet ...
10
Advantages
Democratization of advertising
Reach: Collapsing barriers of time & space
Lower risk of product / services innovation
Lower cost / higher ROI
Digitization of all information
Virtual ...
9
U.S. Online Ad Spending:
5.9% of the $285 billion total U.S. advertising market in 2006
Source: Wall Street Journal, May 25, 2007, pg. B1
$16.9
PRINCIPLES OF
INTERNET MARKETING
NAPA CONSULTING GROUP
...
- 27
- 504
- 0
Customer Service Principles of Service Marketing and Management_3 ppt
Ngày tải lên :
21/06/2014, 04:20
... for choice of service processes, presentation
of physical evidence, and use of marketing communications—not least for educational
purposes. Several of the distinctive characteristics of services ... solution.
~~
Review of Principles of
Market Segmentation
Market segmentation is central to almost any professionally
planned and executed marketing& apos;program. The concept of seg-
mentation ... Nature and Determinants of Customer Expectations
of Service," Journal of the Academy of Marketing Science 21, no. 1 (1993): 1-12.
predicted service: the level
of service quality a customer...
- 30
- 644
- 0
Customer Service Principles of Service Marketing and Management_5 pptx
Ngày tải lên :
21/06/2014, 04:20
... inconve-
nience and/or loss of time and money because of service
failures, either a monetary payment or an offer of equiva-
lent service in kind is appropriate. This type of recovery
strategy may ...
The Hampton Inn 100% Satisfaction
Guarantee
Service Marketing Strategy
In Part III of the book, we focus on some key marketing compo-
nents of the 8Ps—product elements, price and other user out-
lays, ... concerning what
types of supplementary services to offer. A study of Japanese, American, and European
firms found that most simply added layer upon layer of services to their core offerings
without...
- 30
- 380
- 0
Customer Service Principles of Service Marketing and Management_6 pptx
Ngày tải lên :
21/06/2014, 04:20
... addressed by offering unsold tickets at deeply discounted prices
on the day of the performance.
Yield Management
Service organizations often use the percentage of capacity sold as a measure of opera-
tional ...
agreed to hold their offers open for a specified period of time, during
which Priceline sought to fulfill their offers from inventory provided by
participating sellers. Users of the service had ... be the basis of pricing?
a. Execution of a specific task
b. Admission to a service facility
c. Units of time (hour, week, month, year)
d. Percentage commission on the value of the transaction...
- 30
- 502
- 0
Customer Service Principles of Service Marketing and Management_7 doc
Ngày tải lên :
21/06/2014, 04:20
... priceline.com and
marketingguide.com Web sites, December 2000.
2. Paul J. Kraus, "Pricing the Service Offering," in Teresa A. Schwartz and Dawn Iacobucci,
Handbook of Service Marketing and ... companies often
designate approved garages to inspect and repair customers' vehicles when they are
192 PART THREE • SERVICE MARKETING STRATEGY
THE ROLE OF MARKETING COMMUNICATION
Marketing ... take advantage of them.
A specific set of communications objectives might be: (1) to create awareness of the
new offering among all existing customers; (2) to attract the attention of prospective...
- 30
- 522
- 0
Customer Service Principles of Service Marketing and Management_8 doc
Ngày tải lên :
21/06/2014, 04:20
... two clusters of hotels in the
vicinity of the shopping district and convention center: a relatively luxurious group of
three, and a second group of two offering a moderate level of luxury.
After ... they do
often represent distinctive new ways of delivering existing products, either with
the intent of offering more convenience and a different experience for existing
customers or of attracting ... to offer broad-
band Internet access. Many banks sell insurance products in the hope of
increasing the number of profitable relationships with existing customers.
American Express, too, offers...
- 30
- 428
- 0
Customer Service Principles of Service Marketing and Management_9 pptx
Ngày tải lên :
21/06/2014, 04:20
... "The Nature and Determinants of Customer Expectations
of Service," Journal of the Academy of Marketing Science 21, no. 1 (1993): 1-12.
satisfaction-profit chain:
a strategic framework ... principal causes of
observed outcomes. Application of this technique often highlights a phenomenon
known as the "80/20 rule," showing that approximately 80 percent of the value
of one variable ... if the number of extra cus-
tomers served is minimal, there are both operational and marketing advantages
to remaining open 24 hours. The incremental cost of extending hours is often
relatively...
- 30
- 392
- 0
Customer Service Principles of Service Marketing and Management_2 docx
Ngày tải lên :
21/06/2014, 13:20
... solution.
~~
Review of Principles of
Market Segmentation
Market segmentation is central to almost any professionally
planned and executed marketing& apos;program. The concept of seg-
mentation ... for choice of service processes, presentation
of physical evidence, and use of marketing communications—not least for educational
purposes. Several of the distinctive characteristics of services ... Berry, and A.
Parasuraman, "The Nature and Determinants of Customer Expectations of Services,"
Journal of the Academy of Marketing Science 21 (1993).
8. Valarie A. Zeithaml, Leonard...
- 30
- 415
- 0
Customer Service Principles of Service Marketing and Management_3 pdf
Ngày tải lên :
21/06/2014, 13:20
... purchasers of industrial goods.
Research by Coviello, Brodie, and Munro suggests that there are three distinct cat-
egories of relationship marketing: database marketing, interaction marketing, ... net-
work marketing.
6
Database Marketing In this type of marketing, the focus is on the market
transaction but includes information exchange. Marketers rely on information
technology—in the form of ...
Realizing the Full Profit Potential of a Customer Relationship
How much is a loyal customer worth in terms of profits? In a classic study, Reichheld
and Sasser analyzed the profit per customer...
- 30
- 475
- 0
Customer Service Principles of Service Marketing and Management_5 docx
Ngày tải lên :
21/06/2014, 13:20
... addressed by offering unsold tickets at deeply discounted prices
on the day of the performance.
Yield Management
Service organizations often use the percentage of capacity sold as a measure of opera-
tional ... advantage of the low price."
15
Successful yield management strategies require an
understanding of the shape of the demand curve and an ability to relate the size and price
levels of the ... of discount
from the full price.
16
Physical fences include observable characteristics of the customer
(like child versus adult) and service characteristics such as class of travel, type of...
- 30
- 465
- 1
Customer Service Principles of Service Marketing and Management_6 doc
Ngày tải lên :
21/06/2014, 13:20
... Journal of Services Marketing 6 (Fall 1992):
63-76.
7. Victor L. Hunter and DavidTietyen, Business to Business Marketing: Creating a Community
of Customers (Lincolnwood, IL: NTC Business Books, ... and
Employees," Journal of Marketing 56 (April 1992): 57—71.
16. Louis Fabien, "Making Promises: The Power of Engagement," Journal of Services Marketing
ll,no.3 (1997): 206-214. ... messages delivered through mass media
are often reinforced by direct marketing tools like mailings, telemarketing, faxes, or e-
mail. Direct marketing, which offers the potential to send personalized...
- 30
- 367
- 0
Customer Service Principles of Service Marketing and Management_8 potx
Ngày tải lên :
21/06/2014, 13:20
... are treated jointly in this
book as one of the 8Ps of integrated service management. This reflects our belief—and
that of others—that they are often two sides of the same coin. In fact, FedEx ... "The Nature and Determinants of Customer Expectations
of Service," Journal of the Academy of Marketing Science 21, no. 1 (1993): 1-12.
satisfaction-profit chain:
a strategic framework ... principal causes of
observed outcomes. Application of this technique often highlights a phenomenon
known as the "80/20 rule," showing that approximately 80 percent of the value
of one variable...
- 30
- 481
- 0
- principles of marketing 13th edition pdf
- principles of marketing 15th edition pdf
- principles of marketing 14th edition pdf
- principles of marketing 5th edition
- principles of marketing 14th edition
- principles of marketing philip kotler pdf
- principles of marketing pdf
- principles of marketing philip kotler
- principles of marketing philip kotler 15th edition pdf
Tìm thêm:
- hệ việt nam nhật bản và sức hấp dẫn của tiếng nhật tại việt nam
- xác định các mục tiêu của chương trình
- xác định các nguyên tắc biên soạn
- khảo sát các chuẩn giảng dạy tiếng nhật từ góc độ lí thuyết và thực tiễn
- khảo sát chương trình đào tạo của các đơn vị đào tạo tại nhật bản
- khảo sát chương trình đào tạo gắn với các giáo trình cụ thể
- xác định thời lượng học về mặt lí thuyết và thực tế
- tiến hành xây dựng chương trình đào tạo dành cho đối tượng không chuyên ngữ tại việt nam
- điều tra đối với đối tượng giảng viên và đối tượng quản lí
- điều tra với đối tượng sinh viên học tiếng nhật không chuyên ngữ1
- khảo sát thực tế giảng dạy tiếng nhật không chuyên ngữ tại việt nam
- khảo sát các chương trình đào tạo theo những bộ giáo trình tiêu biểu
- nội dung cụ thể cho từng kĩ năng ở từng cấp độ
- xác định mức độ đáp ứng về văn hoá và chuyên môn trong ct
- phát huy những thành tựu công nghệ mới nhất được áp dụng vào công tác dạy và học ngoại ngữ
- mở máy động cơ lồng sóc
- mở máy động cơ rôto dây quấn
- các đặc tính của động cơ điện không đồng bộ
- hệ số công suất cosp fi p2
- đặc tuyến hiệu suất h fi p2