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Callcenter – Analyse und Management : Modellierung und Optimierung mit Warteschlangensystemen / / von Alexander Herzog
| Callcenter – Analyse und Management : Modellierung und Optimierung mit Warteschlangensystemen / / von Alexander Herzog |
| Autore | Herzog Alexander |
| Edizione | [1st ed. 2017.] |
| Pubbl/distr/stampa | Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2017 |
| Descrizione fisica | 1 online resource (XIV, 437 S. 171 Abb.) |
| Disciplina | 519.6 |
| Collana | Studienbücher Wirtschaftsmathematik |
| Soggetto topico |
Operations research
Management science Probabilities Computer simulation Call centers Operations Research, Management Science Probability Theory and Stochastic Processes Simulation and Modeling Call Center/Customer Service |
| ISBN | 3-658-18309-8 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ger |
| Nota di contenuto | Einleitung -- Klassifikation von Callcenter-Systemen -- Komponenten eines Inbound-Callcenters -- Parameter eines Inbound-Callcenters -- Kerngrößen eines Inbound-Callcenters -- Analyse des Systemverhaltens -- Simulation -- Optimierungsstrategien -- Zusammenfassung der Ergebnisse -- Anhänge. |
| Record Nr. | UNINA-9910484279103321 |
Herzog Alexander
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| Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2017 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Cultural Heritage Marketing : A Relationship Marketing Approach to Conservation Services / / by Izabella Parowicz
| Cultural Heritage Marketing : A Relationship Marketing Approach to Conservation Services / / by Izabella Parowicz |
| Autore | Parowicz Izabella |
| Edizione | [1st ed. 2019.] |
| Pubbl/distr/stampa | Cham : , : Springer International Publishing : , : Imprint : Palgrave Pivot, , 2019 |
| Descrizione fisica | 1 online resource (169 pages) |
| Disciplina |
363.69
910.688 |
| Soggetto topico |
Marketing
Cultural heritage Management Call centers Personnel management Cultural Heritage Call Center/Customer Service Human Resource Management |
| ISBN | 3-030-00287-X |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | 1. Introduction -- 2. Bringing Marketing into Heritage Conservation Services -- 3. Characteristics of Heritage Conservation Services -- 4. Customers, Employees and Communication -- 5. Processes and Scenarios -- 6. Summary: Commercial Versus Social Marketing of Heritage Conservation Services. |
| Record Nr. | UNINA-9910337791203321 |
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Parowicz Izabella
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| Cham : , : Springer International Publishing : , : Imprint : Palgrave Pivot, , 2019 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Dialogmarketing Perspektiven 2015/2016 : Tagungsband 10. wissenschaftlicher interdisziplinärer Kongress für Dialogmarketing
| Dialogmarketing Perspektiven 2015/2016 : Tagungsband 10. wissenschaftlicher interdisziplinärer Kongress für Dialogmarketing |
| Edizione | [1st ed. 2016.] |
| Pubbl/distr/stampa | Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2016 |
| Descrizione fisica | 1 online resource (155 p.) |
| Disciplina | 658.8 |
| Collana | Springer Gabler Research |
| Soggetto topico |
Marketing
Call centers Call Center/Customer Service |
| ISBN | 3-658-12924-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ger |
| Nota di contenuto | Dialogkommunikation im digitalen Zeitalter -- Verbrauchereinstellungen zum Teilen persönlicher Daten -- Prognosemodell zur Wirkung von Content auf Facebook -- Customer Experience Management -- Erfolgsbeitragsfaktoren im Dialogmarketing -- Werbemitteloptimierung. |
| Record Nr. | UNINA-9910484564703321 |
| Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Effective Complaint Management : The Business Case for Customer Satisfaction / / by Bernd Stauss, Wolfgang Seidel
| Effective Complaint Management : The Business Case for Customer Satisfaction / / by Bernd Stauss, Wolfgang Seidel |
| Autore | Stauss Bernd |
| Edizione | [2nd ed. 2019.] |
| Pubbl/distr/stampa | Cham : , : Springer International Publishing : , : Imprint : Springer, , 2019 |
| Descrizione fisica | 1 online resource (496 pages) |
| Disciplina | 658.812 |
| Collana | Management for Professionals |
| Soggetto topico |
Customer relations—Management
Call centers Leadership Customer Relationship Management Call Center/Customer Service Business Strategy/Leadership |
| ISBN | 3-319-98705-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Complaint Management in a Customer-Oriented Firm -- Complaints -- The Behavior of Dissatisfied Customers -- Principles of Complaint Management -- Strategic Planning of Complaint Management -- Complaint Stimulation -- Complaint Acceptance -- Complaint Processing -- Complaint Reaction -- Complaint Evaluation -- Complaint-Management Controlling -- Complaint Reporting -- Utilization of Complaint Information -- Human Resource Aspects of Complaint Management -- Organizational Aspects of Complaint Management -- Technological Aspects of Complaint Management -- Social Media Complaints -- Implementing Active Complaint Management -- Quick Test Complaint Management. |
| Record Nr. | UNINA-9910337783803321 |
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Stauss Bernd
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| Cham : , : Springer International Publishing : , : Imprint : Springer, , 2019 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Finanzielle Nutzenrechnungen im technischen Vertrieb und Marketing : Konzeptionelle Grundlagen und Fallstudien / / von Lucas W. Heilmann
| Finanzielle Nutzenrechnungen im technischen Vertrieb und Marketing : Konzeptionelle Grundlagen und Fallstudien / / von Lucas W. Heilmann |
| Autore | Heilmann Lucas W |
| Edizione | [1st ed. 2016.] |
| Pubbl/distr/stampa | Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2016 |
| Descrizione fisica | 1 online resource (286 p.) |
| Disciplina | 650 |
| Collana | Schriften zum Vertriebsmanagement |
| Soggetto topico |
Call centers
Call Center/Customer Service |
| ISBN | 3-658-12103-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ger |
| Nota di contenuto | Integration definitorischer und konzeptioneller Grundlagen des Kundennutzens -- Fallbeispiele zur Konzeption sowie empirische Fallstudien zur Entwicklung finanzieller Nutzenrechnung -- Ableitung eines generischen Prozesses zur Entwicklung finanzieller Nutzenrechnungen -- Herausforderungen bei der Entwicklung finanzieller Nutzenrechnungen -- Einwände und Handlungsempfehlungen zur Entwicklung finanzieller Nutzenrechnungen. |
| Record Nr. | UNINA-9910483849503321 |
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Heilmann Lucas W
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| Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Der Kundenberater als Mediator : Effiziente Gesprächsführung durch die Einbeziehung mediativer Elemente / / von Kirsten Rusert
| Der Kundenberater als Mediator : Effiziente Gesprächsführung durch die Einbeziehung mediativer Elemente / / von Kirsten Rusert |
| Autore | Rusert Kirsten |
| Edizione | [1st ed. 2017.] |
| Pubbl/distr/stampa | Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2017 |
| Descrizione fisica | 1 online resource (XIII, 86 S. 18 Abb.) |
| Disciplina | 658.812 |
| Collana | Springer Gabler |
| Soggetto topico |
Customer relations—Management
Call centers Customer Relationship Management Call Center/Customer Service |
| ISBN | 3-658-15856-5 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ger |
| Nota di contenuto | Unterschiede und Gemeinsamkeiten von Mediation und Kundenbetreuung aus systemischer Sicht -- Unterschiede und Gemeinsamkeiten in der Struktur von Mediationen und Konflikt-/Beschwerdegesprächen in der Kundenbetreuung -- Gesprächsstruktur mit mediativen Elementen für konfliktäre Kundengespräche -- Kognitives Stressmanagement für Kundenberater -- Schlussbetrachtung: Können mediative Elemente in konfliktären Kundengesprächen Kunden- und Mitarbeiterzufriedenheit steigern?. |
| Record Nr. | UNINA-9910150445803321 |
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Rusert Kirsten
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| Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2017 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Multidimensional Analysis of Conversational Telephone Speech / / by Friedemann Köster
| Multidimensional Analysis of Conversational Telephone Speech / / by Friedemann Köster |
| Autore | Köster Friedemann |
| Edizione | [1st ed. 2018.] |
| Pubbl/distr/stampa | Singapore : , : Springer Singapore : , : Imprint : Springer, , 2018 |
| Descrizione fisica | 1 online resource (XIII, 184 p. 60 illus.) |
| Disciplina | 006.35 |
| Collana | T-Labs Series in Telecommunication Services |
| Soggetto topico |
Signal processing
Image processing Speech processing systems Application software Call centers Signal, Image and Speech Processing Information Systems Applications (incl. Internet) Call Center/Customer Service |
| ISBN | 981-10-5224-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Introduction -- Fundamentals -- Speech Quality in a Telephone Conversation -- Perceptual Quality Space in a Telephone Conversation -- Direct Scaling of Perceptual Dimensions in a Conversational Situation -- Conversational Validation Experiments -- Resulting Quality Profile in a Telephone Conversation -- Instrumental Diagnostic Conversational Quality Modeling -- Conclusions. |
| Record Nr. | UNINA-9910299569203321 |
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Köster Friedemann
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| Singapore : , : Springer Singapore : , : Imprint : Springer, , 2018 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Nuanced Account Management : Driving Excellence in B2B Sales / / by Bala Shankar
| Nuanced Account Management : Driving Excellence in B2B Sales / / by Bala Shankar |
| Autore | Shankar Bala |
| Edizione | [1st ed. 2018.] |
| Pubbl/distr/stampa | Singapore : , : Springer Singapore : , : Imprint : Palgrave Macmillan, , 2018 |
| Descrizione fisica | 1 online resource (225 pages) |
| Disciplina | 650 |
| Soggetto topico |
Management
Marketing Call centers Call Center/Customer Service |
| ISBN | 981-10-8363-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | 1. Introduction and Fundamentals -- 2. Tactics and Approaches for Sales Effectiveness -- 3. Strategies for Deep Customer Engagement -- 4. Skillsets and Knowledge (of Account Teams) -- 5. Proactive Relationship Management -- 6. Organizational and Human Resource Imperatives -- 7. Customer Innovation Bias -- 8. Pitfalls to Avoid -- 9. The Payoff and Concluding Chapters. |
| Record Nr. | UNINA-9910298215003321 |
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Shankar Bala
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| Singapore : , : Springer Singapore : , : Imprint : Palgrave Macmillan, , 2018 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Outsourcing and Offshoring Business Services / / edited by Leslie P. Willcocks, Mary C. Lacity, Chris Sauer
| Outsourcing and Offshoring Business Services / / edited by Leslie P. Willcocks, Mary C. Lacity, Chris Sauer |
| Edizione | [1st ed. 2017.] |
| Pubbl/distr/stampa | Cham : , : Springer International Publishing : , : Imprint : Palgrave Macmillan, , 2017 |
| Descrizione fisica | 1 online resource (XIV, 651 p. 54 illus.) |
| Disciplina | 658.4038 |
| Soggetto topico |
Management information systems
Call centers Customer relations—Management Business IT Infrastructure Business Information Systems Call Center/Customer Service Software Management Customer Relationship Management |
| ISBN | 3-319-52651-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Chapter 1. Introduction; Leslie P. Willcocks, Mary C. Lacity and Chris Sauer -- Part I. Theoretical Perspectives -- Chapter 2. Theoretical perspectives on the outsourcing of information systems; Myun J. Cheon, Varun Grover, James Teng -- Chapter 3. The information technology outsourcing risk: a transaction cost and agency-theory based perspective; Bouchaib Bahli and Suzanne Rivard -- Chapter 4: Moments of governance in IS outsourcing: conceptualizing effects of contracts on value capture and creation; Shaila M Miranda, C. Bruce Kavan -- Part II. From Outsourcing to Offshoring and Business Process Outsourcing -- Chapter 5. Norm development in outsourcing relationships; Thomas Kern and Keith Blois -- Chapter 6. Organizational design of IT supplier relationship management: a multiple case study of five client companies; Jasmin Kaiser, Peter Buxmann -- Chapter 7: How do IT outsourcing vendors respond to shocks in client demand? A resource dependence perspective; Fang Sui, Ji-Ye Mao, Sirrka Jarvenpaa -- Chapter 8. Operational capabilities development in mediated offshore software services models; Sirkka L Jarvenpaa, Ji-Ye Mao -- Chapter 9. A Dynamic Model of Offshore Software Development; Jason Dedrick, Erran Carmel, Kenneth L Kraemer -- Chapter 10. Anxiety and psychological security in offshoring relationships: the role and development of trust as emotional commitment; Seamas Kelly, Camilla Noonan -- Chapter 11. Cross-cultural (mis)communication in IS offshoring: understanding through conversation analysis; David Avison, Peter Banks -- Chapter 12. Applying multiple perspectives to the BPO decision: a case study of call centres in Australia; Mark Borman -- Chapter 13. A historical review of the information technology and business process captive centre sector; Ilan Oshri and Bob van Uhm -- Chapter 14. Review of the Empirical Business Services Sourcing Literature: an update and future directions; Mary C. Lacity, Shaji Khan, Aihua Yan. . |
| Record Nr. | UNINA-9910254905103321 |
| Cham : , : Springer International Publishing : , : Imprint : Palgrave Macmillan, , 2017 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Smart Service Engineering : Konzepte und Anwendungsszenarien für die digitale Transformation / / herausgegeben von Oliver Thomas, Markus Nüttgens, Michael Fellmann
| Smart Service Engineering : Konzepte und Anwendungsszenarien für die digitale Transformation / / herausgegeben von Oliver Thomas, Markus Nüttgens, Michael Fellmann |
| Edizione | [1st ed. 2017.] |
| Pubbl/distr/stampa | Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2017 |
| Descrizione fisica | 1 online resource (XVIII, 331 S. 70 Abb.) |
| Disciplina | 658.514 |
| Soggetto topico |
Management
Industrial management Management information systems Call centers Innovation/Technology Management Business Information Systems Call Center/Customer Service |
| ISBN | 3-658-16262-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ger |
| Nota di contenuto | Digitale (R)evolution klassischer Dienstleistungen -- Service Engineering: Methoden und Werkzeuge -- Smart Services für die digitale Arbeit -- Mobility Servitization: Potenziale neuer Geschäftsmodelle. . |
| Record Nr. | UNINA-9910151855603321 |
| Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2017 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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