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L'analisi dell'innovazione nei servizi professionali / / Andrea Tomo
| L'analisi dell'innovazione nei servizi professionali / / Andrea Tomo |
| Autore | Tomo Andrea |
| Pubbl/distr/stampa | Turin, Italy : , : G. Giappichelli Editore, , 2016 |
| Descrizione fisica | 1 online resource (145 pages) |
| Disciplina | 658.812 |
| Collana | Economia Aziendale. Sezione Ricerche |
| Soggetto topico |
Customer services
Service industries - Marketing Professions - Marketing |
| Soggetto genere / forma | Electronic books. |
| ISBN | 88-921-6355-8 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ita |
| Record Nr. | UNINA-9910156393703321 |
Tomo Andrea
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| Turin, Italy : , : G. Giappichelli Editore, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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L'analisi dell'innovazione nei servizi professionali / / Andrea Tomo
| L'analisi dell'innovazione nei servizi professionali / / Andrea Tomo |
| Autore | Tomo Andrea |
| Pubbl/distr/stampa | Turin, Italy : , : G. Giappichelli Editore, , 2016 |
| Descrizione fisica | 1 online resource (145 pages) |
| Disciplina | 658.812 |
| Collana | Economia Aziendale. Sezione Ricerche |
| Soggetto topico |
Customer services
Service industries - Marketing Professions - Marketing |
| ISBN | 88-921-6355-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ita |
| Record Nr. | UNINA-9910792572203321 |
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Tomo Andrea
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| Turin, Italy : , : G. Giappichelli Editore, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
L'analisi dell'innovazione nei servizi professionali / / Andrea Tomo
| L'analisi dell'innovazione nei servizi professionali / / Andrea Tomo |
| Autore | Tomo Andrea |
| Pubbl/distr/stampa | Turin, Italy : , : G. Giappichelli Editore, , 2016 |
| Descrizione fisica | 1 online resource (145 pages) |
| Disciplina | 658.812 |
| Collana | Economia Aziendale. Sezione Ricerche |
| Soggetto topico |
Customer services
Service industries - Marketing Professions - Marketing |
| ISBN | 88-921-6355-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ita |
| Record Nr. | UNINA-9910819528703321 |
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Tomo Andrea
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| Turin, Italy : , : G. Giappichelli Editore, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Effective client management in professional services : how to build successful client relationships / / Jack Berkovi
| Effective client management in professional services : how to build successful client relationships / / Jack Berkovi |
| Autore | Berkovi Jack |
| Pubbl/distr/stampa | Surrey, England ; ; Burlington, Vermont : , : Gower Publishing Limited : , : Gower Publishing Company, , 2014 |
| Descrizione fisica | 1 online resource (377 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services
Service industries - Marketing Professions - Marketing |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-317-14562-3
1-4094-3790-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover; Contents; List of Figures; List of Tables; List of Interviewees ; List of Case Studies; About the Author; Preface; Acknowledgements; The Challenge; Introduction; Chapter Summary; 1 Orientation: Developing a Culture of Client Orientation; 2 Buyers: How Clients Buy Professional Services; 3 Portfolio: Managing the Client Portfolio; 4 Satisfaction: Client Satisfaction and Loyalty; 5 Care: The Role of Client Care; 6 Brand: Brand, Differentiation and Positioning and their Impact on Clients; 7 Reputation: Gaining Reputation with Clients; 8 Relationships: Client Relationship Development
9 Development: Establishing an Effective Client Business Development Programme10 Attraction: Attracting New Clients; 11 Proposals: Developing Winning Client Proposals and Bids; 12 Innovation: Innovations that Impact Clients; 13 The Impact on Clients of Mergers among Firms; 14 The Way Ahead for Clients of Professional Services Firms; 15 The Client Management ProfileTM; Appendix 1: How Clients Think and Feel; Appendix 2: Buyer Profiling; Appendix 3: Feature, Advantage, Benefit, Evidence Exercise; Appendix 4: Strategic Client Planning Checklist; Appendix 5: Client Care Survey 2013; References Index |
| Record Nr. | UNINA-9910460347503321 |
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Berkovi Jack
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| Surrey, England ; ; Burlington, Vermont : , : Gower Publishing Limited : , : Gower Publishing Company, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Effective client management in professional services : how to build successful client relationships / / Jack Berkovi
| Effective client management in professional services : how to build successful client relationships / / Jack Berkovi |
| Autore | Berkovi Jack |
| Pubbl/distr/stampa | Surrey, England ; ; Burlington, Vermont : , : Gower Publishing Limited : , : Gower Publishing Company, , 2014 |
| Descrizione fisica | 1 online resource (377 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services
Service industries - Marketing Professions - Marketing |
| ISBN |
1-315-57890-5
1-317-14562-3 1-4094-3790-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover; Contents; List of Figures; List of Tables; List of Interviewees ; List of Case Studies; About the Author; Preface; Acknowledgements; The Challenge; Introduction; Chapter Summary; 1 Orientation: Developing a Culture of Client Orientation; 2 Buyers: How Clients Buy Professional Services; 3 Portfolio: Managing the Client Portfolio; 4 Satisfaction: Client Satisfaction and Loyalty; 5 Care: The Role of Client Care; 6 Brand: Brand, Differentiation and Positioning and their Impact on Clients; 7 Reputation: Gaining Reputation with Clients; 8 Relationships: Client Relationship Development
9 Development: Establishing an Effective Client Business Development Programme10 Attraction: Attracting New Clients; 11 Proposals: Developing Winning Client Proposals and Bids; 12 Innovation: Innovations that Impact Clients; 13 The Impact on Clients of Mergers among Firms; 14 The Way Ahead for Clients of Professional Services Firms; 15 The Client Management ProfileTM; Appendix 1: How Clients Think and Feel; Appendix 2: Buyer Profiling; Appendix 3: Feature, Advantage, Benefit, Evidence Exercise; Appendix 4: Strategic Client Planning Checklist; Appendix 5: Client Care Survey 2013; References Index |
| Record Nr. | UNINA-9910787006603321 |
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Berkovi Jack
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| Surrey, England ; ; Burlington, Vermont : , : Gower Publishing Limited : , : Gower Publishing Company, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Effective client management in professional services : how to build successful client relationships / / Jack Berkovi
| Effective client management in professional services : how to build successful client relationships / / Jack Berkovi |
| Autore | Berkovi Jack |
| Pubbl/distr/stampa | Surrey, England ; ; Burlington, Vermont : , : Gower Publishing Limited : , : Gower Publishing Company, , 2014 |
| Descrizione fisica | 1 online resource (377 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services
Service industries - Marketing Professions - Marketing |
| ISBN |
1-315-57890-5
1-317-14562-3 1-4094-3790-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover; Contents; List of Figures; List of Tables; List of Interviewees ; List of Case Studies; About the Author; Preface; Acknowledgements; The Challenge; Introduction; Chapter Summary; 1 Orientation: Developing a Culture of Client Orientation; 2 Buyers: How Clients Buy Professional Services; 3 Portfolio: Managing the Client Portfolio; 4 Satisfaction: Client Satisfaction and Loyalty; 5 Care: The Role of Client Care; 6 Brand: Brand, Differentiation and Positioning and their Impact on Clients; 7 Reputation: Gaining Reputation with Clients; 8 Relationships: Client Relationship Development
9 Development: Establishing an Effective Client Business Development Programme10 Attraction: Attracting New Clients; 11 Proposals: Developing Winning Client Proposals and Bids; 12 Innovation: Innovations that Impact Clients; 13 The Impact on Clients of Mergers among Firms; 14 The Way Ahead for Clients of Professional Services Firms; 15 The Client Management ProfileTM; Appendix 1: How Clients Think and Feel; Appendix 2: Buyer Profiling; Appendix 3: Feature, Advantage, Benefit, Evidence Exercise; Appendix 4: Strategic Client Planning Checklist; Appendix 5: Client Care Survey 2013; References Index |
| Record Nr. | UNINA-9910814810303321 |
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Berkovi Jack
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| Surrey, England ; ; Burlington, Vermont : , : Gower Publishing Limited : , : Gower Publishing Company, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Handbook of services marketing & management [[electronic resource] /] / Teresa A. Swartz, Dawn Iacobucci, editors
| Handbook of services marketing & management [[electronic resource] /] / Teresa A. Swartz, Dawn Iacobucci, editors |
| Pubbl/distr/stampa | Thousand oaks, [Calif.] ; ; London, : SAGE, c2000 |
| Descrizione fisica | 1 online resource (534 p.) |
| Disciplina | 658 |
| Altri autori (Persone) |
SwartzTeresa A
IacobucciDawn |
| Soggetto topico |
Service industries - Marketing
Service industries - Management Customer services - Marketing Customer services - Management |
| Soggetto genere / forma | Electronic books. |
| ISBN |
0-7619-1611-3
1-4522-3132-X 1-4129-7364-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover; Contents; Preface and Acknowledgments; Introduction; Service Reflections: Services in the Village; Service Reflections: Service Marketing Comes of Age; Section I - Services: The Setting; Part 1 - Environment/Performance; Chapter 1 - Services as Theater: Guidelines and Implications; Chapter 2 - The Servicescape; Chapter 3 - Impression Management in Services Marketing; Chapter 4 - A Model of Aesthetic Value in the Servicescape; Part 2 - Technology/Participation; Chapter 5 - Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships
Chapter 6 - Technology in Service Delivery: Implications for Self Service and Service SupportChapter 7 - Customer Participation in Services Production and Delivery; Chapter 8 - Perceived Control and the Service Experience; Section II - Services: Demand Management; Chapter 9 - Services and Seasonal Demand; Chapter 10 - Wiiting for Service: Perceptions Management of the Wait Experience; Chapter 11 - Pricing the Service Offering: An Integrative Perspective; Section III - Services: Excellence and Profitability Chapter 12 - The Service Profit Chain: Intellectual Roots, Current Realities, and Future ProspectsChapter 13 - Estimating the Return on Quality: Providing Insights Into Profitable Investments in Service Quality; Chapter 14 - Customer Satisfaction With Service; Chapter 15 - The Customer Satisfaction Index as a Leading Indicator; Section IV - Service Recovery; Chapter 16 - Service Recovery: Research Insights and Practices; Chapter 17 - Complaining; Chapter 18 - Service Guarantees: Research and Practice; Section V - Service Relationships; Chapter 19 - Relationship Marketing and Management Chapter 20 - Antecedents and Consequences of Service Quality in Business-to-Business ServicesChapter 21 - Sources and Dimensions of Trust in Service Relationships; Chapter 22 - Service Relationships, Pseudo-Relationships, and Encounters; Chapter 23 - Brand Switching and Loyalty for Services; Chapter 24 - Frequency Programs in Service Industries; Chapter 25 - Smart Services: Competitive Advantage Through Information-Intensive Strategies; Section VI - Services: The Firm; Chapter 26 - Functional Integration in Services: Understanding the Links Between Marketing, Operations, and Human Resources Chapter 27 - Shaping Service Cultures Through Strategic Human Resource ManagementChapter 28 - Service Operations Management: A Field Guide; Chapter 29 - Addressing Services Marketing Challenges Through Franchising; Closing Observations; Name Index; Subject Index; About the Editors; About the Contributors |
| Record Nr. | UNINA-9910479891103321 |
| Thousand oaks, [Calif.] ; ; London, : SAGE, c2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Handbook of services marketing & management [[electronic resource] /] / Teresa A. Swartz, Dawn Iacobucci, editors
| Handbook of services marketing & management [[electronic resource] /] / Teresa A. Swartz, Dawn Iacobucci, editors |
| Pubbl/distr/stampa | Thousand oaks, [Calif.] ; ; London, : SAGE, c2000 |
| Descrizione fisica | 1 online resource (ix, 521 p.) : ill |
| Disciplina | 658.8 |
| Altri autori (Persone) |
SwartzTeresa A
IacobucciDawn |
| Soggetto topico |
Service industries - Marketing
Service industries - Management Customer services - Marketing Customer services - Management |
| ISBN |
1-5063-3276-5
0-7619-1611-3 1-4522-3132-X 1-4129-7364-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover; Contents; Preface and Acknowledgments; Introduction; Service Reflections: Services in the Village; Service Reflections: Service Marketing Comes of Age; Section I - Services: The Setting; Part 1 - Environment/Performance; Chapter 1 - Services as Theater: Guidelines and Implications; Chapter 2 - The Servicescape; Chapter 3 - Impression Management in Services Marketing; Chapter 4 - A Model of Aesthetic Value in the Servicescape; Part 2 - Technology/Participation; Chapter 5 - Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships
Chapter 6 - Technology in Service Delivery: Implications for Self Service and Service SupportChapter 7 - Customer Participation in Services Production and Delivery; Chapter 8 - Perceived Control and the Service Experience; Section II - Services: Demand Management; Chapter 9 - Services and Seasonal Demand; Chapter 10 - Wiiting for Service: Perceptions Management of the Wait Experience; Chapter 11 - Pricing the Service Offering: An Integrative Perspective; Section III - Services: Excellence and Profitability Chapter 12 - The Service Profit Chain: Intellectual Roots, Current Realities, and Future ProspectsChapter 13 - Estimating the Return on Quality: Providing Insights Into Profitable Investments in Service Quality; Chapter 14 - Customer Satisfaction With Service; Chapter 15 - The Customer Satisfaction Index as a Leading Indicator; Section IV - Service Recovery; Chapter 16 - Service Recovery: Research Insights and Practices; Chapter 17 - Complaining; Chapter 18 - Service Guarantees: Research and Practice; Section V - Service Relationships; Chapter 19 - Relationship Marketing and Management Chapter 20 - Antecedents and Consequences of Service Quality in Business-to-Business ServicesChapter 21 - Sources and Dimensions of Trust in Service Relationships; Chapter 22 - Service Relationships, Pseudo-Relationships, and Encounters; Chapter 23 - Brand Switching and Loyalty for Services; Chapter 24 - Frequency Programs in Service Industries; Chapter 25 - Smart Services: Competitive Advantage Through Information-Intensive Strategies; Section VI - Services: The Firm; Chapter 26 - Functional Integration in Services: Understanding the Links Between Marketing, Operations, and Human Resources Chapter 27 - Shaping Service Cultures Through Strategic Human Resource ManagementChapter 28 - Service Operations Management: A Field Guide; Chapter 29 - Addressing Services Marketing Challenges Through Franchising; Closing Observations; Name Index; Subject Index; About the Editors; About the Contributors |
| Record Nr. | UNINA-9910786232903321 |
| Thousand oaks, [Calif.] ; ; London, : SAGE, c2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
The ICFAI journal of services marketing
| The ICFAI journal of services marketing |
| Pubbl/distr/stampa | [Hyderabad, India], : ICFAI University Press |
| Disciplina | 381 |
| Soggetto topico |
Marketing
Service industries - Marketing Customer services |
| Formato | Materiale a stampa |
| Livello bibliografico | Periodico |
| Lingua di pubblicazione | eng |
| Record Nr. | UNISA-996206794803316 |
| [Hyderabad, India], : ICFAI University Press | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
| ||
The ICFAI journal of services marketing
| The ICFAI journal of services marketing |
| Pubbl/distr/stampa | [Hyderabad, India], : ICFAI University Press |
| Disciplina | 381 |
| Soggetto topico |
Marketing
Service industries - Marketing Customer services |
| Formato | Materiale a stampa |
| Livello bibliografico | Periodico |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910225683603321 |
| [Hyderabad, India], : ICFAI University Press | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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