mairamhof (11 risultati)

Paperback. Condizione: Gut. XVI, 211 S. : graph. Darst. ; 21 cm, Good condition. Sprache: Englisch Gewicht in Gramm: 395.

perfect. Condizione: Gut. 230 Seiten; Peter Lang - 1993 : Eva M. Thelen - tb - 9-16-1-L1 Z2-GV9I-0ZEK Sprache: Deutsch Gewicht in Gramm: 500.

Unbekannt. Condizione: Gut. 230 S. : graph. Darst. , 21 cm Versand am folgenden Arbeitstag mit Rechnung daily shipping wordwide with invoice ex library Sprache: Deutsch Gewicht in Gramm: 550.

kart. Condizione: Sehr gut. 1996. XVI, 211 S. : graph. Darst. ; 21 cm aus einer wissenschafltichen Bibliothek Sprache: Deutsch Gewicht in Gramm: 320.

PF. Condizione: New.

Condizione: New. Series: Fokus Dienstleistungsmarketing. Num Pages: 211 pages, black & white illustrations, bibliography. BIC Classification: KFF; KJC; KJS. Category: (G) General (US: Trade). Dimension: 210 x 148 x 13. Weight in Grams: 286. . 1996. 1996th Edition. paperback. . . . .

Condizione: New. Series: Fokus Dienstleistungsmarketing. Num Pages: 211 pages, black & white illustrations, bibliography. BIC Classification: KFF; KJC; KJS. Category: (G) General (US: Trade). Dimension: 210 x 148 x 13. Weight in Grams: 286. . 1996. 1996th Edition. paperback. . . . . Books ship from the US and Ireland.

Broschur. Condizione: Gut. 230 Seiten Guter Zustand Mit Abb. und Tabellen. Rücken leicht lichtrandig. ha1037644 Sprache: Deutsch Gewicht in Gramm: 300.

Taschenbuch. Condizione: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -How employees deal with potentially disconfirming service encounter situations is of utmost importance for service organizations. Appropriate reactions by frontline service providers can decrease the likelihood of customer disconfirmation and sometimes even convert a disconfirming event into a memorable, satisfying encounter for the customer. In order to design operating policies and training strategies to properly handle disconfirmation situations, it is necessary to investigate frontline service providers' behavior when they are confronted with customer disconfirmations. Gaby Mairamhof gives a model of the service provider's cognitive response process to disconfirmation built on decision theory; the service provider's decision process is seen from an information processing perspective. Based on individual and social psychology the author develops hypotheses about what happens in the service provider's mind within each process step. Organizational and personal variables are identified that may influence the response process. The model is tested empirically and implications concerning the management of critical encounter situations are discussed. 211 pp. Englisch.

Condizione: New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. Dr. Gaby Mairamhof ist Universitaetsassistentin am Institut fuer Handel, Absatz und Marketing an der Universitaet Innsbruck, wo sie auch promovierte.Potential determinants of service providers behaviour in critical service encounter situations - Servi.

Taschenbuch. Condizione: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - How employees deal with potentially disconfirming service encounter situations is of utmost importance for service organizations. Appropriate reactions by frontline service providers can decrease the likelihood of customer disconfirmation and sometimes even convert a disconfirming event into a memorable, satisfying encounter for the customer. In order to design operating policies and training strategies to properly handle disconfirmation situations, it is necessary to investigate frontline service providers' behavior when they are confronted with customer disconfirmations. Gaby Mairamhof gives a model of the service provider's cognitive response process to disconfirmation built on decision theory; the service provider's decision process is seen from an information processing perspective. Based on individual and social psychology the author develops hypotheses about what happens in the service provider's mind within each process step. Organizational and personal variables are identified that may influence the response process. The model is tested empirically and implications concerning the management of critical encounter situations are discussed.