Customer Responsive Management
The Flexible Advantage
1st Edition
Will be published approx. on 31. October 1996
Book
Paperback/Softback
286 pages
978-1-55786-505-2 (ISBN)
Description
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.
More details
Series
Language
English
Place of publication
New York
United States
Target group
College/higher education
Professional and scholarly
Product notice
Paperback (trade)
Unsewn / adhesive bound
Dimensions
Height: 214 mm
Width: 140 mm
Thickness: 24 mm
Weight
499 gr
ISBN-13
978-1-55786-505-2 (9781557865052)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Persons
Frank W. Davis. Jr and Karl Manrodt are both Professors of Marketing, Logistics and Transportation, University of Tennessee, Knoxville, USA.
Content
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.
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.