| Description |
1 online resource (182 pages) : illustrations. |
| Series |
Artech House technology management library
|
|
Artech House technology management library.
|
| Bibliography |
Includes bibliographical references. |
| Contents |
Understanding the Nature of High-Tech Services -- What are services? -- Services as an output -- Service as a process: The three categories of services -- What are high-tech services? -- High-tech services: A definition -- High-tech services: A list -- The attributes of high-tech services -- The strategic trade-off in high-tech services -- The new rules of high-tech services -- The virtual value chain model -- The new economics of high-tech services -- Conclusion: The key success factors in high-tech services -- Placing Customers at the Center of High-Tech Services -- The customer relationship life cycle -- Identifying and understanding customers -- Understanding the high-tech services consumer -- Understanding high-tech services business customers -- Some specific purchasing criteria for high-tech services: the attitude toward innovation and risk -- Creating customer loyalty -- The impact of customer loyalty on profitability -- How to gain and retain a customer? -- Evaluating customer satisfaction -- Quality for High-Tech Services -- Quality process design and implementation -- The difference between the user's expectations and the specifications of the service -- The variance between the specifications of the service and the actual service delivery -- The gap between the service delivery and its perception by the customer -- The gap between customers' expectations of a service and their perception of the service provided -- Achieving quality of high-tech services for business customers. |
| Access |
Use copy Restrictions unspecified MiAaHDL |
| Reproduction |
Electronic reproduction. [S.l.] : HathiTrust Digital Library, 2011. MiAaHDL |
| System Details |
Master and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002. http://purl.oclc.org/DLF/benchrepro0212 MiAaHDL |
| Processing Action |
digitized 2011 HathiTrust Digital Library committed to preserve MiAaHDL |
| Local Note |
eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America |
| Subject |
Computer technical support.
|
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High technology industries -- Customer services.
|
| Genre/Form |
Electronic books.
|
| Other Form: |
Print version: Viardot, Eric. Introduction to information-based high-tech services. Boston : Artech House, ©1999 0890066477 (DLC) 99030788 (OCoLC)41231627 |
| ISBN |
1580532217 (electronic bk.) |
|
9781580532211 (electronic bk.) |
|
0890066477 (alk. paper) |
|
9780890066478 (alk. paper) |
|
