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Focusing on the relationship between customer expectations and perceived service quality, the book provides a framework for managers to assess and understand these expectations. It emphasizes the importance of building a branded service culture that consistently surpasses what customers anticipate, thereby enhancing their overall experience.
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Brand Manners: How to Create the Self-Confident Organisation to Live the Brand, Hamish Pringle, William Gordon
- Idioma
- Publicado en
- 2001
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- (Tapa dura)
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- Título
- Brand Manners: How to Create the Self-Confident Organisation to Live the Brand
- Idioma
- Inglés
- Autores
- Hamish Pringle, William Gordon
- Editorial
- Wiley
- Publicado en
- 2001
- Formato
- Tapa dura
- Páginas
- 250
- ISBN13
- 9780471496069
- Serie
- Etiquetas
- Publicidad antigua
- Calificación
- 3,35 de 5
- Descripción
- Focusing on the relationship between customer expectations and perceived service quality, the book provides a framework for managers to assess and understand these expectations. It emphasizes the importance of building a branded service culture that consistently surpasses what customers anticipate, thereby enhancing their overall experience.