This work describes all aspects of service provision, from the definition of customer need to the day-to-day techniques of managing customer satisfaction. It includes guidelines for negotiating a service level agreement, methods for understanding the customer's requirements, and the identification of key issues associated with help-desks and customer assistance centres. The book is intended for IT and telecommunications managers, service suppliers, system architects, designers and help-desk staff in businesses using networks and communications services to achieve high level services.

The continued advancement of globalization, increases in internet connectivity, compatibility of international payment systems, and adaptability of logistics and shipping processes have combined to contribute to the rapid growth of the cross-border e-commerce market. Due to these advancements and the ubiquitous presence of smartphones, consumer use of cross-border e-commerce is increasingly simplified, and thus, sellers are hardly restricted to a specific country in terms of promoting, selling, and shipping goods worldwide. The burgeoning opportunities, habits, and trends of shopping on cross-border e-commerce platforms have expedited the prospect of becoming a presence in the global market. This is true for enterprises of all sizes, especially for small? and medium?sized enterprises (SMEs) that want to add their footprint in the international market for the first time. Like any other industry, cross-border e-commerce has its specific economics and driving forces, but has different scopes, challenges, and trends due to the geographic and cultural expanse of relevant environments. Cross-Border E-Commerce Marketing and Management was conceptualized by identifying the scope of new complementary information with a comprehensive understanding of the issues and potential of cross-border e-commerce businesses. The authors believe that this book will not only fill the void in the current research but will also provide far-sighted vision and strategies, as it covers big data, artificial intelligence, IoT, supply chain management, and more. This book provides the necessary knowledge to managers to compete with the competitive market structure and ultimately contribute to the sustainable economic growth of a country. It works as a guideline for existing cross-border e-commerce managers to formulate individual strategies that combine to optimize the industry while keeping the enterprise competitive. This book is useful in both developed and developing country contexts. This publication is an ideal resource for academicians, policy makers, stakeholders, and cross-border e-commerce managers, especially from SMEs.

This book introduces in an accessible way how CSR and its reporting are being used to address problems of corruption and tax evasion or tax avoidance. It discusses the efforts, both of organizations and governments to integrate these issues into CSR practices and the developments that have occurred at the levels of national and international legislation. The book analyses governments efforts to compel or try to induce companies to have practices more in line with what is expected of them in terms of combating corruption and paying their fair share. The book is suitable for students of CSR and Business Ethics, practitioners and researchers on CSR and corporate issues.

This book discusses the experience of enterprise transformation and upgrading and the role of government in promoting this dramatic change in Asian emerging economies. The author specifically explores the direction, influencing factors, paths and modes of enterprise transformation and upgrading by conducting intensive case studies on a number of enterprises having accomplished upgrading in mainland China and Taiwan, and draws experience and lessons from them. These theoretical and practical insights have great significance for Chinese enterprises in improving their ability to respond to drastic external changes and provide useful reference for the formulation of government policies.

This unique book helps business executives to improve their company's business performance by showing how to build an effective and future-proof distribution channel, and adopt effective commercial policies and value-based pricing strategies. For the first time, an ex-McKinsey consultant and general manager reveals the methodology adopted by successful Fortune 100 multinationals, offering readers a concise, informative and pragmatic guide to the core principles, with an abundance of concrete examples and visual frameworks. Every good business manager needs to have a microscope on one eye and a telescope on the other eye - this practical, easy to follow book, anchored in solid analytic principles, allows for fast and solid transitions between diagnosis, long-term strategic thinking, and short-term execution. Bruno Barcelos, General Manager Sandoz, a Novartis Company

Worldwide brand competition has been facing new challenges as emerging markets evolve upon the global stage. Despite the fact that brand building among new markets is still in its infancy, organizations face the challenge of developing strategies to maintain their growth. Brand Management in Emerging Markets: Theories and Practices provides valuable and insightful research as well as empirical studies that allow audiences to develop, implement, and maintain branding strategies. Combining the findings of highly-regarded marketing experts and scholars, this book serves as a useful and comprehensive reference for academicians, professionals, and practitioners.

A number of developing countries, including small island states have common problems that have affected their development and growth. Knowledge Management (KM) initiatives can be used to address some of these issues, but these developing countries need to understand what is needed to implement them, in order to improve economic conditions. While many of these countries have access to technologies that can be used to assist in knowledge management, relevant and low cost KM initiatives need to be considered in improving their existing KM processes. Sectors critical to the growth of these developing countries include health care, crime management, disaster recovery management, small and medium size enterprise development. Knowledge Management for Development: Domains, Strategies and Technologies for Developing Countries highlights the opportunities in these sectors and provides advice as to how these countries should go about understanding, building and adopting the relevant KM strategies and technologies. This book identifies appropriate technologies which should be considered to increase productivity within the identified sectors in the developing countries and also sectors in where knowledge management initiatives can yield maximum value. It also considers the constraints of these territories, recommending appropriate technologies and strategies for KM initiatives. It provides advice on how these technologies should be adopted in these sectors of developing countries. Investing in these strategies should benefit these countries development and growth.

This book addresses the discursive construction of corporate identities in social media on the part of Chinese corporations, particularly highlighting how followers of corporate social media co-create corporate identities during firm-follower interactions. Toward this end, it pursues an integrated sociolinguistics approach combining e.g. thematic analysis, interactional analysis and in-depth interviews. Readers will also find extensive information on the brand-new dialogic framework of corporate identity formation. The book offers an insightful and revealing guide for both practitioners/trainers and teachers in corporate communication who are faced with the challenges of managing public relations and corporate images in the age of social media. It can also serve as a valuable case study for those readers who are fascinated by the Chinese economy and discourse analysis of the Chinese language.

Extensive research conducted by the Hasso Plattner Design Thinking Research Program at Stanford University in Palo Alto, California, USA, and the Hasso Plattner Institute in Potsdam, Germany, has yielded valuable insights on why and how design thinking works. The participating researchers have identified metrics, developed models, and conducted studies, which are featured in this book, and in the previous volumes of this series. This volume provides readers with tools to bridge the gap between research and practice in design thinking with varied real world examples. Several different approaches to design thinking are presented in this volume. Acquired frameworks are leveraged to understand design thinking team dynamics. The contributing authors lead the reader through new approaches and application fields and show that design thinking can tap the potential of digital technologies in a human-centered way. In a final section, new ideas in neurodesign at Stanford University and at Hasso Plattner Institute in Potsdam are elaborated upon thereby challenging the reader to consider newly developed methodologies and provide discussion of how these insights can be applied to various sectors. Special emphasis is placed on understanding the mechanisms underlying design thinking at the individual and team levels. Design thinking can be learned. It has a methodology that can be observed across multiple settings and accordingly, the reader can adopt new frameworks to modify and update existing practice. The research outcomes compiled in this book are intended to inform and provide inspiration for all those seeking to drive innovation - be they experienced design thinkers or newcomers.

This proceedings volume highlights the latest research presented at the 8th International Conference on Research on National Brand & Private Label Marketing (NB&PL2021). The topics covered include: retailing, private label portfolio and assortment management, marketing of premium store brands, using national brands to exclude (delist) and include, optimal assortment size, consumer store patronage, etc. Several contributions also focus on private label pricing and promotion, especially on the relative pricing of standard and premium private labels, and with regard to the national brands in the assortment.

This book explores the impact of design science and design thinking on tourism planning, gathering contributions from leading authorities in the field of tourism research and providing a comprehensive and interconnected panorama of cutting-edge results that influence the current and future design of tourist destinations. The book builds on recent findings in psychology, geography and urban and regional planning, as well as from economics, marketing and communications, and explores the opportunities arising from recent advances in the Internet and related technologies like memory, storage, RFID, GIS, mobile and social media in the context of collecting and analyzing traveler-related data. It presents a broad range of insights and cases on how modern design approaches can be used to develop new and better touristic experiences, and how they enable the tourism industry to track and communicate with visitors in a more meaningful way and more effectively manage visitor experiences.

Digitization and Web 2.0 have brought about continuous change from traditional media management to new strategic, operative and normative management options. Social media management is on the agenda of every media company, and requires a new set of specialized expertise on digital products and communication. At the same time, social media has become a vibrant field of research for media economists and media management researchers. In this handbook, international experts present a comprehensive account of the latest developments in social media research and management, consistently linking classical media management with social media. The articles discuss new theoretical approaches as well as empirical findings and applications, yielding an interesting overview of interdisciplinary and international approaches. The book's main sections address forms and content of social media; impact and users; management with social media; and a new value chain with social media. The book will serve as a valuable reference work for researchers, students and professionals working in media and public relations.

This book is about how models can be developed to represent demand and supply on markets, where the emphasis is on demand models. Its primary focus is on models that can be used by managers to support marketing decisions. Modeling Markets presents a comprehensive overview of the tools and methodologies that managers can use in decision making. It has long been known that even simple models outperform judgments in predicting outcomes in a wide variety of contexts. More complex models potentially provide insights about structural relations not available from casual observations. In this book, the authors present a wealth of insights developed at the forefront of the field, covering all key aspects of specification, estimation, validation and use of models. The most current insights and innovations in quantitative marketing are presented, including in-depth discussion of Bayesian estimation methods. Throughout the book, the authors provide examples and illustrations. This book will be of interest to researchers, analysts, managers and students who want to understand, develop or use models of marketing phenomena.

This book presents latest research on the evolution of consumer services, as these services continue to become a larger part of the economy in the world. Four core focal points lead the central message of the book: first, theconvergence of back and front offices; second, placing the client as a fundamental input of services production and delivery process, and 'industrializing'thecustomers'roletocombineefficiencyand experience; third, the constitution and role of inputs necessary for the configuration, production and delivery of the service, with the crucial roleof 'operationalizing' thecustomers' experience; and fourth, the adoption of new technologies and the appropriate transfer of manufacturing managerial practices through service industrialization.

This is a special volume of articlesbased on solid research and analysis, including conceptualization of the important issues, as well as recommendations for managers. It presents case histories and managerial practices in some key sectors, such as financial services, health care, tourism/hospitality, entertainment and media, online services and home and personal services

"

Identifying the people best suited to marketing a firm to new clients is critical to the success of new business acquisition. Weitzul's research, plus his own consulting (and new business acquisition) experience, convinces him that not only are some people better suited than others to this delicate task, but that there are ways to identify the traits that make them better--and before costly mistakes can happen. Weitzul guides managing partners and others with marketing responsibilities through the various steps in selecting their rainmakers, then offers help in developing their talents. Readable, with questionnaires and checklists, the book will be an essential, pragmatic resource for any professional services firm or consultancy.

The Financial Crisis, though originating in the US, is global and comparable with the Great Depression of the 1930s. The book takes both micro and macro view of the crisis. It examines the evolution of the global monetary system and looks at the crisis from a systemic angle. It examines the institutional changes in American capitalism and market mechanisms. The dynamics of the market and its cyclical characters are discussed. It examines the structural changes in the US economy. The role of globalization and international funds flow, their changing character and the growing interdependence among nations have been examined. At the micro level, the book discusses the subprime market and the gaps in the system that created the crisis. It deals with the supervisory structure and growing influence of the derivatives market and the synthetic products that are threatening the financial system. It also analyzes the fundamental changes in the global trading and payments patterns, which are influencing the US balance of payments and the US dollar. The secular changes in the structure of the US economy are impacting the global economy. The work deals with the measures taken to resolve the crisis both in the US and on a global scale. The reforms necessary to avoid the recurrence of the crisis are outlined. The study aims to underline these factors and draw a perspective for the US dollar. It is also proposed to draw a scenario for a more efficient and equitable global monetary system with a role for the US dollar along with a new vehicle for international payments and finance. This would also include the reform of the global economic system and the IMF. The special feature of the book is that it takes a holistic view of the problem. The systemic and macro issues are discussed in addition to its microanalysis.

Who are the consumers of high-tech goods and services, and what will their needs and preferences be as we move into the next century? Allan Reddy and his team of marketing researchers and professionals lay out the essentials of a high-tech consumer profile, then dig into the implications this holds for developing successful marketing strategies. They synthesize the important current research and its findings, and by taking a multi-specialist approach to their subject, they bring a variety of interlocking and essential viewpoints to bear on it. A must read for professional marketers and their academic colleagues, and a useful overview for high-tech industry strategists and planners.

Reddy divides the book into eleven chapters and three appendices. Essays introduce the major ideas about the high-tech consumer and look at this consumer in business-to-business marketing. Other chapters look at the Telecommunications Act, the Internet, the importance of quality in high-tech goods, the measurement of high-tech innovators, the global consumer, and distribution considerations. The last chapter presents conclusions and implications for marketers, while the appendices look at research techniques, Internet marketing, and just-in-time retailing. The book has substantive references and author and subject indexes.

Ideas are like goods and services--they can be sold--indeed, they must be. Friesen maintains that many executives, particularly those who aspire to similar positions in upper management, often do not understand this and wonder why their recommendations go unheeded and why they don't move up the organizational ladder. Others may wonder why they don't seem to have the authority they thought they had and why people who report to them often appear indifferent. Friesen's book makes clear that there are productive ways of selling your ideas, and he shows that these methods can and must be learned. He shows why organizations tend to be defensive and how to sell ideas effectively in a way that averts resistance to change. The result is an engrossing and practical book of advice for people at all levels in all organizations, public and private.

Executives at all levels and in every type of organization achieve their executive status in one of two ways: they either inherit it or they earn it through hard work, aspiration, and a bit of luck. Friesen directs his book at executives who wish to improve their ability to sell and implement ideas, and, in doing so, continue their rise up the corporate ladder. This book will also be of value to executives who have a desire to increase their authority and/or their administrative position and to those who wish to inspire a sense of loyalty among their employees, and those who hope to lead their orgaizations into the next century.

Friesen explains why organizations tend to be defensive and how recognizing this can lead to greater levels of personal success. He also provides a thorough background on the nature of power, contrasting legitimate power and authority, and helping one understand how to increase it without formal advancement in the organization. A specific process one can use to sell ideas as well as to develop relationships is described and illustrated. The book is intended for specialists in organizational behavior and top-level executives. It is organized to provide value as a reference work and to provide readers with unusual and useful strategies for their personal advancement and the enrichment of their communication skills.

An organization's brand is its most distinctive feature - it is a mechanism for coordinating resources around its vision or mission. Organizations in the Face of Crisis offers a new and unique approach to the treatment of threats to an organization and its brand. In this volume, key concepts associated with crisis events are presented and analysed. Examination of ' brand trauma, ' the potentially debilitating effects of a crisis on an organization, reveals the pervasive nature of a crisis' effects and offers why these effects can haunt a brand and its stakeholders long after the crisis has passed. Tafoya also illustrates ways an organization's core network can be shaken by the emergence of a new network brought on by a crisis. This network, a 'stakeholder swarm', functions to meet its own needs often by challenging the make-up, control and flow of information, and even threatening the effected organization's very existence. Case studies and diagnostic tools are used to demonstrate the effects of a crisis on an organization and its brand, and to provide insight and strategies on managing the crisis at hand as well as the long-term effects that may be linked to the crisis and its occurrence. This volume will appeal to stakeholders on all sides of a crisis: from an organization's managers, employees, customers or clients and to diverse fields of study including law, medicine, religion, military, law enforcement and regulation.

This book, the result of a symposium co-sponsored by several academic and professional organizations, provides information and insights useful for anyone aspiring to succeed in marketing to consumers in the 1990s. The book is unique in that it blends thoughtful commentaries of distinguished academics with the reasoned perspectives of executives of such firms as J. C. Penney, Avon, and Mary Kay in arriving at an agenda of critical propositions and issues relating to the nature and structure of retailing by the year 2000. What types of retailers will exist in the next century? How many retailers will there be? What will be the relationship between retailing and society? Questions such as these are asked and answered in the book. By focusing on likely trends in traditional retailing, direct marketing, direct selling, and multi-channel distribution networks, and overlaying these trends with the impact of technology and changing consumption patterns, the book provides a set of guidelines for achieving retailing success.

The book identifies the single-most important key to success in the remainder of this century--relationship management. Only by managing relationships between the firm and its customers, between the firm and its employees, and between employees and customers will a firm be able to survive in the 1990s. As the book notes, retail leaders in the next millennium will have learned to respect the lifetime value of both their customers and employees. The book concludes by identifying 25 conditions that will face retailers in the 1990s. These conditions, which range from hypersaturated markets to demographic trends (income polarization, smaller households, educational decline, more working women, time poverty), database marketing, show biz shopping, and concerned customers, are likely to both inhibit and facilitate retailing in the remainder of the century. Hence, the book should be of interest to business academics, business practitioners engaged in, or wanting to be engaged in, marketing to consumers, and anyone interested in the future of retailing from a societal or public policy perspective.