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Introduction to information-based high-tech services /
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Boston :
Artech House,
©1999.
|
| Colección: | Artech House technology management library.
|
| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Understanding the Nature of High-Tech Services
- What are services?
- Services as an output
- Service as a process: The three categories of services
- What are high-tech services?
- High-tech services: A definition
- High-tech services: A list
- The attributes of high-tech services
- The strategic trade-off in high-tech services
- The new rules of high-tech services
- The virtual value chain model
- The new economics of high-tech services
- Conclusion: The key success factors in high-tech services
- Placing Customers at the Center of High-Tech Services
- The customer relationship life cycle
- Identifying and understanding customers
- Understanding the high-tech services consumer
- Understanding high-tech services business customers
- Some specific purchasing criteria for high-tech services: the attitude toward innovation and risk
- Creating customer loyalty
- The impact of customer loyalty on profitability
- How to gain and retain a customer?
- Evaluating customer satisfaction
- Quality for High-Tech Services
- Quality process design and implementation
- The difference between the user's expectations and the specifications of the service
- The variance between the specifications of the service and the actual service delivery
- The gap between the service delivery and its perception by the customer
- The gap between customers' expectations of a service and their perception of the service provided
- Achieving quality of high-tech services for business customers.