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  • The Strategic Storytellerby Alexander Jutkowitz

    Wiley 2017; US$ 25.00 US$ 21.99

    The world needs more storytellers. Storytelling is an inherently innovative activity. When organizations find their best stories and tell them to the world, they’re not only building a reputation, they're flexing the same muscles that allow them to pivot quickly around crisis or opportunity, and solve problems more creatively. For individuals,... more...

  • Consumer Behavior in Tourism and Hospitality Researchby Arch G. Woodside; Alain Decrop

    Emerald Publishing Limited 2017; US$ 114.95

    The chapters in this volume provide tools and evidence useful for deep understanding of tourists’ buying, consumption, and being through examinations of consumers’ self-descriptions of personal markers of their trip configurations. more...

  • How to Win at CRMby Seth Kinnett

    CRC Press 2017; US$ 69.95

    This book provides clarity and guidance on effective strategy, implementation and management of CRM. It explores both the conceptual and cultural context of CRM initiatives along with the particulars of CRM system implementation and management. In order to provide this clarity, it surveyed the existing academic publications surrounding CRM, sales force... more...

  • Deep Customer Valueby Kai Zimmermann; Frank Pensel

    Springer Fachmedien Wiesbaden 2017; US$ 26.81

    Dieses Buch zeigt, wie mit zentralen Wertsteuerungsinstrumenten die Profitabilität und Haltbarkeit der Kundenbeziehung in digitalen Vertragsverhältnissen deutlich verbessert werden kann. Wundern Sie sich über die Volatilität der Kundenentscheidungen, obwohl Sie immer neue Angebote erstellen, Aktionen machen, Rabatte geben? Ärgern Sie sich über rein... more...

  • Outsourcing and Offshoring Business Servicesby Leslie P. Willcocks; Mary C. Lacity; Chris Sauer

    Springer International Publishing 2017; US$ 141.83

    Bringing together theoretical and empirical studies from the Journal of Information Technology, this book provides a definitive guide to research discovered on the growing global sourcing phenomenon. Paying particular attention to Information Technology Outsourcing (ITO) and Business Process Outsourcing (BPO), theoretical chapters explore insightful... more...

  • Multidimensional Analysis of Conversational Telephone Speechby Friedemann Köster

    Springer Singapore 2017; US$ 88.64

    This book presents a new diagnostic information methodology to assess the quality of conversational telephone speech. For this, a conversation is separated into three individual conversational phases (listening, speaking, and interaction), and for each phase corresponding perceptual dimensions are identified. A new analytic test method allows gathering... more...

  • How to Measure Customer Satisfactionby Nigel Hill; John Brierley

    Taylor and Francis 2017; US$ 49.95

    Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders... more...

  • Competitive Advantage of Customer Centricityby Sathit Parniangtong

    Springer Singapore 2017; US$ 82.73

    This book presents strategies that put the customer at the center of an enterprise. It elaborates on the reasons for viewing customers as assets that a firm needs to acquire, develop and cultivate in order to generate profitable relationships, and champions customer profitability as the metric for measuring business performance. Further, it advocates... more...

  • The Trust Factorby Keld Jensen

    Palgrave Macmillan US 2017; US$ 37.19

    Offers deal-makers techniques to access mutually beneficial solutions that cannot make their way to the bargaining table without a cooperative strategy that enables the parties to together with mutual benefit and success. more...

  • Hospitality Marketing and Consumer Behaviorby Vinnie Jauhari

    Apple Academic Press 2017; US$ 149.95

    Creating memories and joyous experiences for consumers is a key dimension affecting the profitability and growth of a hospitality firm. Drawing on global experiences, this new book, Hospitality Marketing and Consumer Behavior: Creating Memorable Experiences , looks at the diverse factors that create these positive experiences and provides insight... more...