Author: Tihomir Vranesevic, Claudio Vignali
Publisher: Foxwell & Davies
Pages: 194
Language: English
ISBN: 8884480094
Description: In the last decades the technological development, global competition, and the decrease of the economic growth rate changed the marketing philosophy. The customer satisfaction is one of the main objectives that grarantee the company success for long time. The customer satisfaction depend beyond that from the value of the received product, also from the relationship that settles with the firm. This book analyses new culture of business orient toward the customer satisfaction that it must be the centre of the modern marketing where the base elements are: the production and the services to satisfy the customers Contents Chapter 1: Marketing as a precondition for the survival of a company in market circumstances. Chapter 2: Manifestations of marketing management. Chapter 3: Rift between customer and manager. Chapter 4: Expected value and its dimensions. Chapter 5: Cognitive value. Chapter 6: Researching values for customers. Chapter 7: Correlation between satisfaction and the value concept for customers. Chapter 8: Researching customer satisfaction. Chapter 9: Analysis of data on customers satisfaction. Chapter 10: Sampling. Chapter 11: Building a customer satisfaction measuring model. Chapter 12: Customer orientation as the culture of the company.
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