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|a UAMI
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|a Viardot, Eric.
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| 245 |
1 |
0 |
|a Introduction to information-based high-tech services /
|c Eric Viardot.
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| 260 |
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|a Boston :
|b Artech House,
|c ©1999.
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| 300 |
|
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|a 1 online resource (182 pages) :
|b illustrations
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| 336 |
|
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|a text
|b txt
|2 rdacontent
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| 337 |
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|a computer
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|a online resource
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|2 rdacarrier
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| 490 |
1 |
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|a Artech House technology management library
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| 504 |
|
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|a Includes bibliographical references.
|
| 588 |
0 |
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|a Print version record.
|
| 505 |
0 |
0 |
|t Understanding the Nature of High-Tech Services --
|t What are services? --
|t Services as an output --
|t Service as a process: The three categories of services --
|t What are high-tech services? --
|t High-tech services: A definition --
|t High-tech services: A list --
|t The attributes of high-tech services --
|t The strategic trade-off in high-tech services --
|t The new rules of high-tech services --
|t The virtual value chain model --
|t The new economics of high-tech services --
|t Conclusion: The key success factors in high-tech services --
|t Placing Customers at the Center of High-Tech Services --
|t The customer relationship life cycle --
|t Identifying and understanding customers --
|t Understanding the high-tech services consumer --
|t Understanding high-tech services business customers --
|t Some specific purchasing criteria for high-tech services: the attitude toward innovation and risk --
|t Creating customer loyalty --
|t The impact of customer loyalty on profitability --
|t How to gain and retain a customer? --
|t Evaluating customer satisfaction --
|t Quality for High-Tech Services --
|t Quality process design and implementation --
|t The difference between the user's expectations and the specifications of the service --
|t The variance between the specifications of the service and the actual service delivery --
|t The gap between the service delivery and its perception by the customer --
|t The gap between customers' expectations of a service and their perception of the service provided --
|t Achieving quality of high-tech services for business customers.
|
| 506 |
|
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|3 Use copy
|f Restrictions unspecified
|2 star
|5 MiAaHDL
|
| 533 |
|
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|a Electronic reproduction.
|b [Place of publication not identified] :
|c HathiTrust Digital Library,
|d 2011.
|5 MiAaHDL
|
| 538 |
|
|
|a Master and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002.
|u http://purl.oclc.org/DLF/benchrepro0212
|5 MiAaHDL
|
| 583 |
1 |
|
|a digitized
|c 2011
|h HathiTrust Digital Library
|l committed to preserve
|2 pda
|5 MiAaHDL
|
| 590 |
|
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|a eBooks on EBSCOhost
|b EBSCO eBook Subscription Academic Collection - Worldwide
|
| 650 |
|
0 |
|a Computer technical support.
|
| 650 |
|
0 |
|a High technology industries
|x Customer services.
|
| 650 |
|
6 |
|a Dépannage informatique.
|
| 650 |
|
6 |
|a Industries de pointe
|x Service à la clientèle.
|
| 650 |
|
7 |
|a COMPUTERS
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|2 bisacsh
|
| 650 |
|
7 |
|a COMPUTERS
|x Computer Engineering.
|2 bisacsh
|
| 650 |
|
7 |
|a COMPUTERS
|x Hardware
|x General.
|2 bisacsh
|
| 650 |
|
7 |
|a Computer technical support.
|2 fast
|0 (OCoLC)fst00872657
|
| 776 |
0 |
8 |
|i Print version:
|a Viardot, Eric.
|t Introduction to information-based high-tech services.
|d Boston : Artech House, ©1999
|z 0890066477
|w (DLC) 99030788
|w (OCoLC)41231627
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