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- Palgrave Macmillan 2008; US$ 115.00
The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this†book†explores the†factors that determine the performance of service providers, and points to important managerial implications. more...
- McGraw-Hill Education 2009; US$ 30.00
The book that completes Positioning . . . Thirty years ago, Jack Trout and Al Ries published their classic bestseller, Positioning: The Battle for Your Mind ?a book that revolutionized the world of marketing. But times have changed. Competition is fiercer. Consumers are savvier. Communications are faster. And once-successful companies are in... more...
- McGraw-Hill Education 2009; US$ 20.00
Positive Service Gets Positive Results? Every Time! Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today?s hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti- you activists?and send your business spiraling.... more...
- Ashgate Publishing Ltd 2012; US$ 149.95
Sole reliance on traditional marketing practices can cost a lot of money for little gain. That's why establishing, developing, and maintaining market relationships with customers and other stakeholders is often hailed as an effective means to achieve a sustained competitive market advantage. Despite this, the benefits of relationship marketing remain... more...
- Free Press 1991; US$ 16.95
Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways... more...
- McGraw-Hill Education 2010; US$ 32.95
The Web has changed the game for your customers? and, therefore, for you. Now, CustomerCentric Selling, already recognized as one of the premier methodologies for managing the buyer-seller relationship, helps you level the playing field so you can reach clients when they are ready to buy and create a superior customer experience. Your business... more...
- Free Press 2010; US$ 16.95
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service... more...
- McGraw-Hill Education 2010; US$ 34.00
Advance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation "Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service... more...
- HarperCollins 2011; US$ 15.99
?Gary Vaynerchuk has seen the future of marketing. The Thank You Economy shows how it's built on both the time-honored techniques of listening to and appreciating customers and newer services like Twitter that allow you to engage directly with customers at unprecedented scale and speed. The book, like Gary, is also a lot of fun and full of passion.?... more...