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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
- Język
- Rok wydania
- 2001
- Oprawa
- (twarda)
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- Tytuł
- Brand Manners: How to Create the Self-Confident Organisation to Live the Brand
- Język
- angielski
- Autorzy
- Hamish Pringle, William Gordon
- Wydawca
- WILEY
- Rok wydania
- 2001
- Oprawa
- twarda
- Liczba stron
- 250
- ISBN13
- 9780471496069
- Seria
- Ocena
- 3,35 z 5
- Opis
- 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.