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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
- Langue
- Année de publication
- 2001
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- (rigide)
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- Titre
- Brand Manners: How to Create the Self-Confident Organisation to Live the Brand
- Langue
- Anglais
- Auteurs
- Hamish Pringle, William Gordon
- Éditeur
- Wiley
- Publié
- 2001
- Format
- rigide
- Pages
- 250
- ISBN13
- 9780471496069
- Séries
- Mots clés
- Ancienne publicité
- Évaluation
- 3,35 sur 5
- Description
- 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.