Customer Responsive Management

The Flexible Advantage
1. Auflage 1996
ISBN: 978-1-55786-505-2
Verlag: Wiley

Buch, Englisch, 286 Seiten, Format (B × H): 140 mm x 214 mm, Gewicht: 499 g

This book illustrates TQM concepts as they apply to service organizations where a product may or may not be involved. It addresses nine key management areas including cultivating relationships with customers and capacity management.

Autoren/Hrsg.

Davis, Frank

Manrodt, Karl

Inhaltsverzeichnis

An Introduction to Customer Responsiveness.

The Evolving Economic Focus: From Conquest to Relationship.

Why Should Organizations Be Responsive?.

Customer Responsiveness is Activity Based.

The Customer-Responsive Model.

Examples of Customer-Responsive Organizations.

The Customer Relationship Management Task.

Delivery Coordination Management Task.

Customer-Responsive Demand Economics.

Customer-Responsive Cost Economics.

Customer-Responsive Pricing.

The Customer-Responsive Organization.

Customer-Responsive Information Infrastructure.

Responsive Relationships.

The Evolving Business Focus: Production to Customer Responsiveness.

Index.

Über Autor(innen)

Frank W. Davis. Jr and Karl Manrodt are both Professors of Marketing, Logistics and Transportation, University of Tennessee, Knoxville, USA.