Search results for: service-encounters

The Language of Service Encounters

Author : J. César Félix-Brasdefer
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A comprehensive account of face-to-face interactions in commercial and non-commercial service encounter settings.

Intercultural Differences of Customer Emotions in Service Encounters

Author : Pirmin Seßler
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Bachelor Thesis from the year 2009 in the subject Business economics - Miscellaneous, grade: 1,3, Catholic University Eichstatt-Ingolstadt, language: English, abstract: The thesis is structured as follows: In a first step, the basics of services marketing are presented and the distinguished characteristics of services are addressed. Consequently, service encounters are introduced as the first building block of this thesis. In addition, the fundamentals of emotions and culture are outlined. Subsequently, chapter 3 deals with the relevance of emotions and culture in service encounters. In the following, the interplay between culture and emotion is brought to the fore by presenting the three main approaches concerning this matter. Subsequently, the perspective is narrowed down on the cultural dimension of Individualism/Collectivism and its influence on emotions (chapter 4). The compiled results from this approach are then employed to deduce implications for the management of services in general and concrete consequences for service staff in particular (chapter 5). Ultimately, main findings are summarized, an outlook is given and suggestions for further research opportunities into this domain are suggested.

Intercultural Service Encounters

Author : Piyush Sharma
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This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.

Service Encounters

Author : Amy Hanser
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This book shows how department stores and marketplaces in China have become important sites where Chinese people understand, and perform, unequal social relations.

A Multidisciplinary Approach to Service Encounters

Author : María de la O Hernández-López
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This volume explores interaction between service providers and customers. The role of language, linguistics and communication is examined in an area of research that has traditionally been related to business and marketing.

Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry

Author : Salih Kusluvan
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The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries world-wide. According to World Tourism Organisation forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry world-wide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organisations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organisations in their endeavour to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organisational performance. The purpose of this book is to emphasise the critical role of employees for tourism and hospitality organisations and to examine the ways and means of managing their attitudes and behaviours for the mutual benefit of both parties: tourism and hospitality organisations and their employees.

Services Marketing

Author : Manfred Bruhn
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Services Marketing: Managing the Service Value Chain 1st edition argues that all service management efforts are aimed to enhance value in order to improve the bottom line. Written from a European perspective, the book demonstrates that through strategic orientation and innovation, the firm and shareholder will reap the benefits. Geared towards final year marketing students, the book is also useful for postgraduate students and for practitioners who work, or wish to specialise in the area of services management and marketing.

Service Encounters in Tourism Events and Hospitality

Author : Miriam Firth
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This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.

Services Marketing Text And Cases

Author : Verma
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Improving Tourism and Hospitality Services

Author :
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Consumer satisfaction is a key issue for all those involved in tourism and hospitality services. Through a multitude of case studies this book explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction. It outlines the various frameworks available for the study of tourist satisfaction, before examining service delivery systems and definitions of quality. It then discusses the role that marketing can play in tourism and hospitality services, and the ways in which hospitality and tourism services can be improved. The book contains examples of customer dissatisfaction, and examples of organisations that have succeeded in providing profitable services with high levels of customer loyalty.

The Pragmatics of Irish English

Author : Anne Barron
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Irish English, while having been the focus of investigations on a variety of linguistic levels, reveals a dearth of research on the pragmatic level. In the present volume, this imbalance is addressed by providing much-needed empirical data on language use in Ireland in the private, official and public spheres and also by examining the use of Irish English as a reflection of socio-cultural norms of interaction. The contributions cover a wide range of pragmatic phenomena and draw on a number of frameworks of analysis. Despite the wide scope of topics and methodologies, a relatively coherent picture of conventions of language use in Ireland emerges. Indirectness and heterogeneity on the formal level are, for instance, shown to be features of Irish English. This volume is the first book-length treatment of the pragmatics of a national variety of English, or any other language. Indeed, it could be considered a first step towards a new discipline, variational pragmatics, at the interface of pragmatics and dialectology. This book is of primary interest to researchers and students in pragmatics, variational linguistics, Irish English, English as Foreign Language (EFL), cross-cultural communication and discourse analysis. Furthermore, the pragmatic descriptions provided will be of practical use in the increasingly important English as Second Language (ESL) context in Ireland. Finally, it is also of relevance to professionals dealing with Ireland and, indeed, to anyone interested in a deeper understanding of Irish culture.

Handbook of Service Marketing Research

Author : Roland T. Rust
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The Handbook of Service Marketing Research brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today. Cutting-edge topics include: customer relationships and loy

Service Quality

Author : Stephen Walter Brown
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Technology Mediated Service Encounters

Author : Pilar Garcés-Conejos Blitvich
File Size : 41.85 MB
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The chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.

A Conversational Analysis of German Service Encounters

Author : Thomas Allan Lovik
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Studies in Language Variation

Author : Ralph W. Fasold
File Size : 26.40 MB
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Determinants of Satisfaction in Service Encounters

Author : Jayanth A. Rao
File Size : 35.77 MB
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User based Innovation in Services

Author : Jon Sundbo
File Size : 22.9 MB
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This book demonstrates pioneering work on user-based service innovation using an analytical framework. This approach involves understanding the needs of users, the service firms collaborating with them, and recognising the fact that users are innovators and, as such, services develop whilst in use. As well as presenting case studies, the book discusses theoretically what user-based innovation means in the context of services. Three main fields are analysed: user-based innovation in knowledge-intensive business service, user-based innovation in public services, and models and methods for structuring user-based innovation. Incorporating both an academic and analytical approach, this insightful book will be a source of inspiration for researchers in innovation and services. Graduate and postgraduate students in business administration and innovation, as well as administrators in public administrations and executive managers in service firms will also find plenty of important information in this invaluable resource.

Proceedings of the 2002 Academy of Marketing Science AMS Annual Conference

Author : Harlan E. Spotts
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Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. This volume includes the full proceedings from the 2002 Academy of Marketing Science (AMS) Annual Conference held in Sanibel Harbour Resort, Florida.

Service Management Student Workbook

Author : Cengiz Haksever
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With this hands-on study guide to accompany the reference on integrating the many disciplines that comprise service operations management, authors Haksever and Render help students master all aspects of the field. Fully aligned with Service Management, this workbook-style book includes chapter learning objectives, chapter summaries, chapter questions, reviews of key terms and concepts, additional cases and examples, discussion questions, and more.