LIBROS DEL AUTOR: jochen wirtz

21 resultados para LIBROS DEL AUTOR: jochen wirtz

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  • AGENTIC ARTIFICIAL INTELLIGENCE
    BORNET PASCAL / Jochen Wirtz / JOCHEN WIRTZ PASCAL BORNET / Pascal Bornet
    This book is a practical, non-technical guide for business leaders, professionals, and curious minds navigating the next frontier of AI.In a world where ChatGPT took us by storm, a far more powerful revolution is now unfolding: AI Agents. Like Jarvis in Iron Man or Samantha in Her, these intelligent systems can execute actions, learn from experience, and orchestrate digital int...
    Disponible

    27,32 €

  • Agentic Artificial Intelligence
    Jochen Wirtz / Pascal Bornet
    This book is a practical, non-technical guide for business leaders, professionals, and curious minds navigating the next frontier of AI.In a world where ChatGPT took us by storm, a far more powerful revolution is now unfolding: AI Agents. Like Jarvis in Iron Man or Samantha in Her, these intelligent systems can execute actions, learn from experience, and orchestrate digital int...
    Disponible

    26,99 €

  • Agentic Artificial Intelligence
    Jochen Wirtz / Pascal Bornet / Thomas H. Davenport
    A practical, non-technical guide for business leaders, entrepreneurs, and curious minds'Agents are (...) bringing about the biggest revolution in computing since we went from typing commands to tapping on icons.' - Bill Gates'AI agents will become the primary way we interact with computers in the future.' - Satya Nadella'The age of agentic AI is here'- Jensen HuangIn a world wh...
    Disponible

    27,35 €

  • Agentic Artificial Intelligence
    Bornet / Jochen Wirtz / Thomas H. Davenport
    A practical, non-technical guide for business leaders, entrepreneurs, and curious minds'Agents are (...) bringing about the biggest revolution in computing since we went from typing commands to tapping on icons.' - Bill Gates'AI agents will become the primary way we interact with computers in the future.' - Satya Nadella'The age of agentic AI is here'- Jensen HuangIn a world wh...
    Disponible

    21,86 €

  • INTELLIGENT AUTOMATION
    BORNET PASCAL / Ian Barkin / IAN BARKIN & JOCHEN WIRTZ PASCAL BORNET / Jochen Wirtz / Pascal Bornet
    This book is the first book on the emerging trend of intelligent automation. Also known as hyperautomation, it is a cutting-edge combination of methods and technologies involving people, organizations, machine learning, natural language processing, computer vision, robotic process automation, and more. Accessible for all audiences, this book demonstrates that adopting intellige...
    Disponible

    58,94 €

  • INTELLIGENT AUTOMATION
    BORNET PASCAL / Ian Barkin / IAN BARKIN & JOCHEN WIRTZ PASCAL BORNET / Jochen Wirtz / Pascal Bornet
    This book is the first book on the emerging trend of intelligent automation. Also known as hyperautomation, it is a cutting-edge combination of methods and technologies involving people, organizations, machine learning, natural language processing, computer vision, robotic process automation, and more. Accessible for all audiences, this book demonstrates that adopting intellige...
    Disponible

    30,67 €

  • BUILDING A WORLD CLASS SERVICE ORGANIZATION
    Jochen Wirtz / WIRTZ JOCHEN
     Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the 13th volume in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This volume provides a summary of how a world-class service organization looks like as ...
    Disponible

    11,49 €

  • SERVICE QUALITY AND PRODUCTIVITY MANAGEMENT
    Jochen Wirtz / WIRTZ JOCHEN
     The relationship between productivity and customer satisfaction is complex. Service Quality and Productivity Management describes that the quality and productivity are twin paths in creating value for both customers and organizations. This book describes how to improve service quality and productivity, and discusses how to use key tools (including customer feedback systems) to...
    Disponible

    12,02 €

  • DESIGNING COMPLAINT HANDLING AND SERVICE RECOVERY STRATEGIES
    Jochen Wirtz / WIRTZ JOCHEN
     The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds customer loyalty or it watches its customers take their business elsewhere. Desig...
    Disponible

    12,00 €

  • MANAGING CUSTOMER RELATIONSHIPS AND BUILDING LOYALTY
    Jochen Wirtz / WIRTZ JOCHEN
     Targeting, acquiring, and retaining the "right" customers is at the core of many successful service firms. The objective is to build the relationships and develop loyal customers who will contribute to a growing volume of business with the firm in the future. Managing Customer Relationships and Building Loyalty describes how to acquire and develop desirable, loyal customers wi...
    Disponible

    12,01 €

  • MANAGING PEOPLE FOR SERVICE ADVANTAGE
    Jochen Wirtz / WIRTZ JOCHEN
    Highly capable and motivated people are at the center of service excellence and productivity. Behind today's successful service organizations stands a firm commitment to effective management of human resources, including the recruitment, selection, training, motivation, and retention of employees. Organizations that display this commitment understand the economic payoff fro...
    Disponible

    12,06 €

  • CRAFTING THE SERVICE ENVIRONMENT
    Jochen Wirtz / WIRTZ JOCHEN
     Designing the service environment is an art that involves a lot of time and effort, and can be expensive to implement. Service environments relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites. Crafting the Service Environment focuses on the key dimensions of service environments in t...
    Disponible

    11,95 €

  • BALANCING CAPACITY AND DEMAND IN SERVICE OPERATIONS
    Jochen Wirtz / WIRTZ JOCHEN
     Many services with limited capacity face wide swings in demand that can be caused by the change in seasons. The effective use of expensive productive capacity is one of the secrets of success in such businesses. By working with managers in operations and human resources, service marketers need to develop strategies to bring demand and capacity into balance, in ways that create...
    Disponible

    11,95 €

  • DESIGNING CUSTOMER SERVICE PROCESSES
    Jochen Wirtz / WIRTZ JOCHEN
     From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how service processes can be designed and improved to deliver the promise...
    Disponible

    11,97 €

  • SERVICE MARKETING COMMUNICATIONS
    Jochen Wirtz / WIRTZ JOCHEN
     Developing an effective service marketing communications strategy starts with a good understanding of the service product and its prospective buyers. It is essential to understand target market segments and their exposure to different media, consumers' awareness of the service product, their attitudes toward it, and how they can easily evaluate the products characteristics...
    Disponible

    12,03 €

  • PRICING SERVICES AND REVENUE MANAGEMENT
    Jochen Wirtz / WIRTZ JOCHEN
     Creating a viable service requires a business model that allows for the costs of creating and delivering the service, in addition to a margin for profits, to be recovered through realistic pricing and revenue management strategies. However, the pricing of services is complicated. Pricing Services and Revenue Management explains how to set an effective pricing and revenue manag...
    Disponible

    11,99 €

  • DEVELOPING SERVICE PRODUCTS AND BRANDS
    Jochen Wirtz / WIRTZ JOCHEN
     All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product is a complex task that requires an understanding of how the core and supplementary services should be combined, sequenced, and delivered to create a value proposition that meets the needs of target segments. Developing Service Produ...
    Disponible

    11,94 €

  • POSITIONING SERVICES IN COMPETITIVE MARKETS
    Jochen Wirtz / WIRTZ JOCHEN
     What makes consumers or institutional buyers select, and remain loyal to, one service provider over another? Without knowing which product features are of specific interest to customers, it is hard for managers to develop an appropriate strategy. As competition intensifies in the service sector, it is becoming more important for service organizations to differentiate their pro...
    Disponible

    11,93 €

  • UNDERSTANDING SERVICE CONSUMERS
    Jochen Wirtz / WIRTZ JOCHEN
     In services marketing, it is important to understand why customers behave the way they do. How do they make decisions about buying and using a service? What determines their satisfaction with it after consumption? Without this understanding, no firm can hope to create and deliver services that will result in satisfied customers who will buy again. Understanding Service Consume...
    Disponible

    11,95 €

  • WINNING IN SERVICE MARKETS
    Jochen Wirtz / WIRTZ JOCHEN
    Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge ...
    Disponible

    55,97 €

  • WINNING IN SERVICE MARKETS
    Jochen Wirtz / WIRTZ JOCHEN
    Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge ...
    Disponible

    119,94 €