Service delivery in the digital era is all about bringing together innovative ideas from various stakeholders in the private, public, and civil sectors to meet customer expectations. Like any business, government public service entities must provide public service delivery to their customers in an age that is heavily influenced by technological advancements. Information Systems Strategic Planning for Public Service Delivery in the Digital Era is an essential reference source that discusses issues related to public service delivery in the digital era and the degree to which governments may take advantage of the transformational potential of ICT to move towards seamless government, particularly for improving service delivery, democratic responsiveness, and public outreach. The book also provides a pragmatic framework for government entities to define their information systems strategic plan (ISSP), guiding the reader in a step-by-step practical description of the various technical concepts, current and future technology trends, and implementation considerations for formulating their ISSP to ensure the maximum gain from public service delivery. Including research on topics such as human capital, knowledge economy, and block chain technology, this book is ideally designed for academicians, public administrators, government officials, IT consultants.

Technological developments have created new opportunities for contemporary businesses. Online stores can now utilize a specific branch of marketing in order to maximize the revenue of their business and increase website traffic. Driving Traffic and Customer Activity Through Affiliate Marketing is an essential reference publication highlighting the latest scholarly research on the method of increasing online business traffic and sales by external referrals. Featuring extensive coverage on a broad range of topics and perspectives such as networking, program management, and customer satisfaction, this book is ideally designed for academicians, practitioners, and students seeking current information on ways to increase customer activity.

The key to any marketing strategy is finding a way to reach and appeal to the consumer. In the case of a diverse consumer pool, marketers must strive to direct their promotional efforts to appeal to a global customer base. Analyzing the Cultural Diversity of Consumers in the Global Marketplace explores the strategies associated with promoting products and services to a culturally-diverse target market. Providing innovative solutions for global brands, this publication is ideally designed for use by marketing professionals, executives, students, as well as researchers.

Despite businesses often being based on creating desirable experiences, products and services for consumers, many fail to consider the end user in their planning and development processes. This book is here to change that. User experience research, also known as UX research, focuses on understanding user behaviours, needs and motivations through a range of observational techniques, task analysis and other methodologies. User Research is a practical guide that shows readers how to use the vast array of user research methods available. Written by one of the UK's leading UX research professionals, readers can benefit from in-depth knowledge that explores the fundamentals of user research. Covering all the key research methods including face-to-face user testing, card sorting, surveys, A/B testing and many more, the book gives expert insight into the nuances, advantages and disadvantages of each, while also providing guidance on how to interpret, analyze and share the data once it has been obtained. Now in its second edition, User Research provides a new chapter on research operations and infrastructure as well as new material on combining user research methodologies.

In the modern hospitality industry, it is critical to understand travelers' needs and wants for businesses to survive and remain competitive. Further study on understanding travelers' motivations is essential in this field. Cases on Traveler Preferences, Attitudes, and Behaviors: Impact in the Hospitality Industry showcases several research-based case studies to understand travelers' preferences, attitudes, and behaviors to illustrate empirical methodologies in order to guide academics and practitioners in their research endeavors. Covering key topics such as destinations, rural areas, social impacts, and tourism management, this reference work is ideal for industry professionals, policymakers, researchers, academicians, scholars, practitioners, instructors, and students.

In the last half of the 20th Century, the world economy has benefited from a globalization process driven by the enlightened confluence of technology, innovation, trade, and foreign direct investment. This book broadens our understanding of that process. Opening with a review of current global economic metrics and the significant differences between advanced and developing nations, the book goes on to discuss the globalization paradigm and the forces driving it. Discussing the importance of new ideas and new technology in continued economic growth, the volume shows how the protection of intellectual property encourages innovation. Also covering the evolution of international trade, the book reviews trade distortions from both external and internal sources, comparing trade on a multilateral, non-discriminatory basis with alternative trade practices, such as free trade and custom unions. The work also reviews the origins and functions of the new World Trade Organization. Describing the rapidly growing practice of foreign direct investment, the book shows how FDI is closely linked to international trade and concludes with a review of the important function FDI can play in the bundling and delivery of the resources required for accelerated economic development of the emerging world.

Geoff Ramm has a passion for incredible customer service. In this book, he's hand-picked THE most original, unique and quirky examples of creative customer experiences that are guaranteed to inspire you and your team to outperform, outmanoeuvre and stand head and shoulders above the competition. This is the book that your competitors wish they had, it's your ticket to service superstardom and it's going to reveal to you: The gap in your service that you never knew existed. Smart techniques to help you generate clever experiences of your own. Simple, cost-effective ideas and touches that will mean the world to your customers. Fun, fresh and exciting new perspectives that will inject your entire team with enthusiasm. Fantastic ideas and inspiring stories that will get you spectacular results. Why not join Geoff on this highly enjoyable, eye-opening and rewarding customer service journey around the world? He'll introduce you to some of the amazing people he's met who have discovered extraordinary ways to deliver world-class experiences, and he'll show you how you can use their strategies to make your own brand unforgettable, your business unmissable and your customers coming back for more. So, are you ready to become a true Celebrity Service Superstar?Great! It's time to get started on getting people talking...about you! "Entertaining and thought-provoking! Geoff Ramm's knowledge and insight will reshape the way you think about customer service" Heather McNamee, Area General Manager, Fraser's Hospitality UK

Customer-Centered Reengineering shows organizations how to reinvent themselves from the outside in, by realigning strategy, structure, systems, and people to put the customer at the center of their "universe".

This book provides a review of the latest research on emotion in engineering, with a particular focus on design and manufacturing. Topics include experience, happiness, cognitive science, neuroscience, additive manufacturing, universal design, branding, teamwork. Throughout the book, the emotions of the end users of engineering products are discussed, as well as the perspective of the expert. The book provides researchers, students, and practicing engineers with an opportunity to examine research and practice in engineering from a different perspective, and offers pointers to how to collaborate with people from other fields to help achieve a more connected society.

When Retail Customers Count is the first book only book dedicated to telling the traffic and customer conversion story. From measuring the impact to advertising to understanding what drives conversion rates, the book covers all the bases. The book is a primer for retail management at all levels from senior executives to store managers describing the many ways traffic and customer conversion analysis can help retailers better measure results, drive performance and manage costs. The informal tone, case examples and over 100 graphs and charts make the material highly readable and accessible. Dr. Paul McElhone, Executive Director of the School of Retail at the University of Alberta says, Mark has managed to create a template that can be customized for all retailers regardless of size, product, or service. His professional, relaxed writing style is engaging. He has attacked head-on many of the challenges facing retailers and those in the service sectors. This is a great read full of excellent insights. Whether you are new to the retail game or a seasoned veteran When Retailers Customers Count is a great reference book for anyone involved in the retail decision-making process.

This proceedings volume explores the new and innovative ways in which marketers find new global customers and build meaningful bridges to them based on their wants and needs in order to ensure high levels of customer satisfaction. Customer loyalty is ensured through continuous engagement with an ever-changing and demanding customer base. Global forces are bringing cultures into collision, creating new challenges for firms wanting to reach geographically and culturally distant markets, and causing marketing managers to rethink how to build meaningful and stable relationships with evermore demanding customers. In an era of vast new data sources and a need for innovative analytics, the challenge for the marketer is to reach customers in new and powerful ways. Featuring the full proceedings from the 2018 Academy of Marketing Science (AMS) World Marketing Congress (WMC) held in Porto, Portugal, this volume provides current and emerging research from global scholars and practitioners that will help marketers to engage and promote customer satisfaction. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses, and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complementing the Academy's flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.

A quiet, but powerful revolution is underway. as the Internet and TV worlds converge; corporations are becoming increasingly interested in creating their own corporate TV networks. One of the biggest reasons for this push is the desire to communicate with customers, offer them helpful friendly advice and in so doing, build a relationship of trust. Unfortunately, TV content and corporate content are vastly different. Corporate content is usually dry and typically delivered by a single subject matter expert in a speech or training program. Conversely, TV content is based on story telling, entertaining and informative story packages and is based on a variety of messengers, including heroes, luminaries, and experts. Succeeding in this brave new world may be easier said than done. In order to thrive, corporations must learn three things: how to create content that focuses on what the audience wants to learn, not what you want to sell, how to use the right media and technology to leverage that content, and how to use it effectively in marketing programs. This book teaches corporate communicators how to do exactly that.

Customer-orientation, customer-centricity, and customer relationship management (CRM) are not new concepts or practices. But information technology has unleashed tremendous opportunities in dealing with a customer and in creating value to the customer. And yet the majority of CRM investments and initiatives fail because firms do not have the appropriate orientation to serving the customer. The principal aim of this book is to get the reader to think about th firm and the way it conducts its business in a certain way--with a customer focus.

It is now becoming clearly evident that all firms compete on service. Providing superior service becomes a prerequisite for any differentiation strategy to succeed. To provide superior service for a competitive advantage requires a concrete understanding of what service-orientation means. This orientation, in the form of frame of mind, is essential for the firm to take advantage of opportunities and to address the challenges so as to gain a competitive advantage. For excellent service firms, the challenges and opportunities in providing services are a constant endeavor. For others, these challenges and opportunities are not that obvious. A complementary aim of this book, therefore, is to instill into the reader the principles of managing services.

The best customer for any business is a content customer. The happy customer returns again and again, brings his friends and relatives, and their loyalty becomes a marketing platform of its own. But growing a loyal base is challenging, and what works brilliantly for one company might backfire on another. Over the last ten years, however, researchers and psychologists have begun to measure customer happiness in a meaningful way for the first time, and in this revealing look at the power of positive psychology Columbia business professor Bernd Schmitt explores how marketers and brand managers can harness customer experience through a three-pronged approach:*The Feel Good Method: Learn to make customers happy through the experience of pleasure and positive emotions and how those feel-good moments can transform a once-in-a-blue-moon customer to a committed loyalist.*The Meaningful Method: Engage customers through core values, including family, social responsibility, or the environment to attract passionate customers to your business.* The Learning and Growing Method: Help your customers in their own personal growth by making your product an important and indispensable part of their individual development.Schmitt shows marketers and brand managers how to determine which of these best fits their company and how to turn this insight into an authentic and successful campaign that will reach, grow, and sustain a loyal base of customers.