Customer-responsive management : the flexible advantage

Author(s)

• Davis, Frank W. (Frank White)
• Manrodt, Karl B.

Bibliographic Information

Customer-responsive management : the flexible advantage

Frank W. Davis, Karl B. Manrodt

Blackwell Publishers, 1996

• : pbk

Note

Includes bibliographical references and index

Description and Table of Contents

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.

Table of Contents

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.

by "Nielsen BookData"

Details

• NCID: BA29139094
• ISBN:
  • 1557865051
• LCCN: 95051325
• Country Code: us
• Title Language Code: eng
• Text Language Code: eng
• Place of Publication: Cambridge, Mass.
• Pages/Volumes: xvii, 416 p.
• Size: 22 cm
• Classification:
  • NDC9 : 675
  • LCC : HF5415.5
  • DC20 : 658.8/12
• Subject Headings:
  • LCSH : Customer services -- Management
  • LCSH : Consumer satisfaction