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Abstrak :
Extensively updated and expanded, one of the bestselling front-line customer service books ever published is now even better Keeping up with today's tougher and more demanding marketplace, Delivering Knock Your Socks Off Service is packed with all new techniques to help readers successfully work with even the most difficult customers.

Abstrak :
Create a service advantage with the help of customer service guru Ron Zemke. In practical, easy-to-follow steps, learn trusted techniques and positive approaches that will inspire you to believe in the value of customer care and give you the skills and style to deliver it. This book takes these winning concepts to a new level with interactive features that enable you to turn the Knock Your Socks Off Service advantage to a competitive advantage in your own workplace. You will learn how to: ? See things from the customer?s point of view ? Meet customer expectations and satisfy their needs ? Create a memorable experience for the customer ? Become easy to do business with ? Determine the right time to bend or break the rules ? Become a fantastic fixer and powerful problem-solver ? Cope effectively with "customers from hell" ? Avoid the ten deadly sins of customer service ? Formulate smart answers to tough customer questions. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.

Abstrak :
This new book is a comprehensive and accessible book covering all key marketing matters, with an emphasis on practicality and why marketing is important in engineering. Aimed primarily at non-marketing people wanting clarification of marketing?s purpose, role and methods, it can provide major influence to the process of building a marketing culture within an organisation in a way that positively influences results in the market place. Practitioners, too, can benefit from the book?s clear explanations and the practical view it takes of the necessity for marketing and its implementation.

Abstrak :
Highlights the areas where things consistently go wrong listing common mistakes that can usually be avoided. Many of these mistakes may appear obvious but are consistently made and are at the heart of many disputes such as those concerning 'negligence' and 'breach of contract claims' against architects.

Abstrak :
This is a practical and accessible overview of how best to approach the marketing of an architectural practice.

Abstrak :
Penelitian pembentukan intensi beralih penyedia jasa telah berkembang dalam beberapa tahun terakhir ini, difokuskan terutama dalam transaksional, bukan variabel relasional. Dalam penelitian ini peneliti mengarahkan kepada pentingnya komitmen konsumen dalam intensi konsumen beralih penyedia jasa. Dengan menggunakan teori perilaku organisasi, penelitian sebelumnya tentang beralih penyedia jasa dilakukan berdasarkan pengembangan model beralih yang meliputi konseptual-konseptual tiga komponen komitmen konsumen. Structural Equation Modeling dengan program LISREL 8.30 digunakan untuk menguji model berdasarkan data yang diperoleh dari survey yang dilakukan terhadap 235 konsumen bengkel pemeliharaan dan perawatan mobil Auto2000 di Jabotabek. Penelitian ini bertujuan untuk mengidentifikasi komitmen konsumen serta variabel anteseden yang mempengaruhi intensi konsumen beralih penyedia jasa dan kondisi psikologis komitmen tersebut. Komponen komitmen merupakan mediasi antara variabel anteseden dengan intensi beralih. Adapun komitmen terdiri dari komitmen normatif dengan variabel anteseden nonna subjektif komitmen afeksi dengan variabel anteseden kepuasan dan kepercayaan, dan yang terakhir komitmen continuance dengan variabel anteseden biaya beralih dan ketertarikan produk altematif, Juga diuji interaksi antara komitmen tersebut. Hasil penelitian mendukung asumsi bahwa komitmen konsumen mepengaruhi intensi beralih penyedia jasa dan kondisi psikologis komitmen yang berbeda-beda. Karena itu penelitian pemasaran melihat pentingnya mempertimbangkan berbagai bentuk komitmen dalam memahami retensi pelanggan.

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Research into the determinants of service provider switching has grown in the recent years, the focus has been predominantly on transactional, not relational variables. This research addresses the role of consumer commitment on consumer's intentions to switch. Drawing from the organizational behavior literature, they build on previous service switching research by developing a switching model that includes a three-component conceptualization of customer commitment. Structural Equation Modeling with LISREL 8.30 program is used to test the model based on data from a survey of 235 auto repair service customers, Auto2000 in Jabotabek. The research objective is to identify consumer commitment with its antecedent variables that affect consumer's intentions to switch service provider and commitment psychological states. Commitment component were mediation between antecedent variables and intentions to switch. Thus, commitment consists of normative commitment with subjective norms as an antecedent variable, affective commitment with satisfaction and trust as an antecedent variable, and the last, continuance commitment with switching costs and alternative attractiveness as an antecedent variables. Also interaction between commitments is used to test. The research results support the notion that customer commitment affects intentions to switch service providers and the psychological states underlying that commitment may differ. As such, marketing research consider importance of these different forms of commitment in understanding customer retention.