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Focusing on the relationship between customer expectations and perceived service quality, the book provides a framework for managers to assess and understand these expectations. It emphasizes the importance of building a branded service culture that consistently surpasses what customers anticipate, thereby enhancing their overall experience.
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Brand Manners: How to Create the Self-Confident Organisation to Live the Brand, Hamish Pringle, William Gordon
- Taal
- Jaar van publicatie
- 2001
- product-detail.submit-box.info.binding
- (Hardcover)
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- Titel
- Brand Manners: How to Create the Self-Confident Organisation to Live the Brand
- Taal
- Engels
- Auteurs
- Hamish Pringle, William Gordon
- Uitgever
- Wiley
- Jaar van publicatie
- 2001
- Formaat
- Hardcover
- Aantal pagina's
- 250
- ISBN13
- 9780471496069
- Reeks
- Tags
- Oude reclame
- Beoordeling
- 3,35 van 5
- Aantekening
- Focusing on the relationship between customer expectations and perceived service quality, the book provides a framework for managers to assess and understand these expectations. It emphasizes the importance of building a branded service culture that consistently surpasses what customers anticipate, thereby enhancing their overall experience.