"Managing Service Quality: Delivering Satisfaction and Excellence Beyond Customer Expectations - 6th Edition"
Managing Service Quality: Delivering Satisfaction and Excellence Beyond Customer Expectations, now in its 6th edition, is a seminal work in the field of service management. Authored by valiant scholars, Philip Kotler and Kevin Lane Keller, this book has been a cornerstone in the study of how organizations can meet and exceed customer expectations in the service industry.
Author Information:
- Author: Philip Kotler and Kevin Lane Keller
- Publisher: Pearson Education
- Publication Date: 2018
Book Description:
Managing Service Quality: Delivering Satisfaction and Excellence Beyond Customer Expectations is a comprehensive guide that explores the principles and practices of service management. The authors, renowned for their expertise in marketing and management, provide a framework for understanding service quality and its impact on customer satisfaction and organizational success.
Book Outline:
1、Introduction to Service Quality
- Defining service quality
- The importance of service quality in competitive markets
2、Customer Expectations and Satisfaction
- Understanding customer expectations
- Measuring customer satisfaction
- Strategies for exceeding customer expectations
3、Service Quality Gaps
- Identifying service quality gaps
- The service quality gap model
- Strategies for closing service quality gaps
4、Service Design and Delivery
- Designing service processes
- Managing service delivery systems
- The role of technology in service delivery
5、Service Improvement and Innovation
- Continuous service improvement
- Service innovation
- Implementing service improvement initiatives
6、Customer Relationship Management
- Building customer relationships
- Customer retention strategies
- CRM tools and technologies
7、Employee Engagement and Training
- The role of employees in service quality
- Employee engagement strategies
- Training and development programs
8、Case Studies and Applications
- Real-world examples of service quality management
- Case studies from various industries
- Applying service quality principles in practice
9、Future Trends in Service Quality
- Emerging trends in service management
- The impact of globalization and technology
- Preparing for the future of service quality
Content Overview:
The 6th edition of Managing Service Quality: Delivering Satisfaction and Excellence Beyond Customer Expectations builds upon the foundational principles established in previous editions. It offers updated insights into the evolving landscape of service management, reflecting the latest trends and technologies that influence service quality.
The book begins by establishing a clear understanding of service quality and its significance in today's competitive markets. It then delves into the intricacies of customer expectations and satisfaction, providing a roadmap for organizations to not only meet but also exceed these expectations.
The authors explore the concept of service quality gaps and offer strategies for closing these gaps, ensuring that service delivery aligns with customer expectations. They also discuss the design and delivery of services, emphasizing the importance of efficient processes and the role of technology.
Service improvement and innovation are crucial components of maintaining high service quality, and the book offers practical advice on how to implement continuous improvement initiatives and foster innovation within the organization.
Customer relationship management is another focal point, with an emphasis on building strong customer relationships and implementing retention strategies. The book also addresses the role of employees in service quality, highlighting the importance of employee engagement and training.
The final chapters of the book present real-world case studies and discuss future trends in service quality, providing readers with a comprehensive understanding of the field and practical tools for applying these principles in their own organizations.
In conclusion, Managing Service Quality: Delivering Satisfaction and Excellence Beyond Customer Expectations, 6th Edition, is an essential resource for anyone interested in service management. It offers a comprehensive and practical approach to understanding and improving service quality, ensuring that organizations can deliver exceptional service experiences that satisfy and exceed customer expectations.