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Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. [1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.
The American Marketing Association defines service marketing as an organizational function and a set of processes for identifying or creating, communicating, and delivering value to customers and for managing customer relationship in a way that benefit the organization and stake-holders. Services are (usually) intangible economic activities ...
Integrated marketing communications is a holistic planning process that focuses on integrating messages across communications disciplines, creative executions, media, timing and stakeholders. An integrated approach has emerged as the dominant approach used by companies to plan and execute their marketing communication programs [ 62 ] and has ...
This allows marketers to evaluate the marketing mix and position individual products to the customer in respect of relevance to the customer or the results of purchase propensity model by applying rules on content elements within the design. The process results in the creation of a data model, data acquisition and decision rules. These enable a ...
Uplifting Service is about challenges organizations face in delivering service excellence and argues that organizations in all sectors often lack the structured guidance and practices seen in fields such as aviation or medicine. Kaufman contends that service responsibilities are frequently separated into individual departments without ...
The Customer Service Excellence Standard is made up of 5 criteria with 57 elements in total. Assessment is carried out via a desktop review by an authorised assessor followed by an on site visit lasting one, two or three days (sometimes more) depending on the size of the department or organisation being assessed.
The Excellence theory is a general theory of public relations that “specifies how public relations makes organizations more effective, how it is organized and managed when it contributes most to organizational effectiveness, the conditions in organizations and their environments that make organizations more effective, and how the monetary value of public relations can be determined”. [1]
Commercial service costs. Sellers' costs include not only salaries and taxes, but also travel expenses and IT investments (automation of labor-intensive tasks reduces the transaction cycle, which is especially important for the B2B segment, where the cycle averages about three months), communications, etc. Investments in warehousing.