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Author Viardot, Eric.

Title Introduction to information-based high-tech services / Eric Viardot.

Imprint Boston : Artech House, ©1999.

Item Status

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. 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.
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)