<p>For Customer Relationship Management (CRM) courses at MBA and advanced undergraduate levels. Also suitable as a supplement for Marketing Strategy and Marketing Management courses. This concise new textbook by a team of award winning professors presents the concepts and analytic tools necessary to understand customer equity management. It's organized around a simple framework, the Strategic Customer Equity Management plan for developing profitable marketing strategies. Applied in its orientation, it contains a variety of practical tools including two cases on CD that use analytic software developed by the authors.</p>

Customer Equity Management

Business & Money

Rust, Roland T.

NARAYANDAS, DAS

Lemon, Katherine N.

Processes & Infrastructure

Pearson College Div

Advertising Media Models: A Practical Guide

Marketing & Sales

Lexington Books

<p>Rust, Roland T., Zahorik, Anthony J.</p>

Readings in Service Marketing

Zahorik, Anthony J.

Keiningham, Timothy L.

Management & Leadership

Harpercollins College Div

<p>Brings customer satisfaction and service quality to the forefront as central concepts that are vital to any organization's success, through a multifunctional perspective. Written to provide professors the greatest flexibility in preparing their courses. Instructors will appreciate the comprehensive Instructor's Manual that includes detailed teaching notes for all of the cases.</p>

Service Marketing

Industries

Harpercollins

<p>The advent of the era of "e-Service," the provision of services over electronic networks like the internet, is one of the dominant business themes of the new millennium. It reflects the fundamental shift in the economy from goods to services and the explosive expansion of information technology. This book provides a collection of different perspectives on e-Service and a unified framework to understand it, even as the business community grapples with the concept. It features contributions from key researchers and practitioners from both the private and public sectors, as well leading scholars from the fields of marketing, information systems, and computer science. They focus on three key areas: the customer-technology interface; e-Service business opportunities and strategies; and public sector e-Service opportunities. The insights they offer will be equally useful to students, scholars, and practitioners.</p>

E-Service: New Directions in Theory and Practice: New Directions in Theory and Practice

History

Kannan, P.K.

Americas

Routledge

E-Service: New Directions in Theory and Practice

<p>American business has taken the fundamentals of quality improvement to heart, and the results have been impressive: but at what cost? Quality improvement for quality's sake can be prohibitively expensive and ultimately harmful to an organization's long-term success. Return on Quality is the book that launched an all-new way to evaluate quality improvement: from a bottom line perspective. Return on Quality gives you the tools to measure the financial impact of your quality program. Learn how to shift your organization's quality focus to the issues that really count and tie your continuous improvement efforts to higher profits!</p>

Return on Quality: Measuring the Financial Impact of Your Company's Quest for Quality

Probus Professional Pub

<p><div> <div> <p>As machines are trained to "think," many tasks that previously required human intelligence are becoming automated through artificial intelligence. However, it is more difficult to automate emotional intelligence, and this is where the human worker's competitive advantage over machines currently lies. This book explores the impact of AI on everyday life, looking into workers' adaptation to these changes, the ways in which managers can change the nature of jobs in light of AI developments, and the potential for humans and AI to continue working together.</p> The book argues that AI is rapidly assuming a larger share of thinking tasks, leaving human intelligence to focus on feeling. The result is the "Feeling Economy," in which both employees and consumers emphasize feeling to an unprecedented extent, with thinking tasks largely delegated to AI. The book shows both theoretical and empirical evidence that this shift is well underway. Further, it explores the effect of the Feeling Economy on our everyday lives in the areas such as shopping, politics, and education. Specifically, it argues that in this new economy, through empathy and people skills, women may gain an unprecedented degree of power and influence.&nbsp;This book will appeal to readers across disciplines interested in understanding the impact of AI on business and our daily lives. It represents a bold, potentially controversial attempt to gauge the direction in which society is heading.<br /></div> </div></p>

The Feeling Economy: How Artificial Intelligence Is Creating the Era of Empathy

Huang, Ming-Hui

PALGRAVE~MACMILLAN

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Books by Rust, Roland T.