Customer Service Delivery or Strategic Public Relations Management Planning and Managing Effective Communication Programs Second Edition

Customer Service Delivery: Research and Best Practices

Author: Eduardo Salas

Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.

Table of Contents:

	Foreword
	Preface
1	Customer service from the customer's perspective	3
2	Organizing for customer service	22
3	Using employee and customer perspectives to improve organizational performance	52
4	Brands, expectations, and experience	83
5	Customer service quality : selecting valued performers	135
6	Staffing and selection strategies for service quality	173
7	Service encounter dynamics : strategies and tips for better customer service	197
8	"This call may be monitored" : performance management for service quality	225
9	What we need to know to develop strategies and tactics to improve service delivery	264

New interesting textbook: Managing Your Personal Finances or Introduction to Efficiency and Productivity Analysis

Strategic Public Relations Management Planning and Managing Effective Communication Programs, Second Edition

Author: Erica Weintraub Austin

This second edition of Erica Weintraub Austin and Bruce E. Pinkleton’s popular text, Strategic Public Relations Management, helps readers move from a tactical public relations approach to a strategic management style. Building on the first edition, it demonstrates skillful use of research and planning techniques, providing updated research methods that make use of the Internet and programs aiding data entry and analysis. This version also expands its focus to communication program planning more broadly.

Chapters in the book cover such critical topics as:
*creating a framework for planning;
*identifying the elements of a campaign;
*determining research needs and developing the research plan;
*gathering useful data for strategic guidance;
*making research decisions; and
*applying theory to professional practice.

This book is valuable as a text in public relations management and communication campaigns courses, while also serving as a reference for practitioners. It introduces readers to the tools necessary for developing and presenting comprehensive, effective, and accountable public relations plans, ensuring they are well prepared for managing and executing communication campaigns.

Booknews

Helps readers move from a tactical public relations approach to a strategic management style based on skillful use of research and planning techniques. Combines components of management and campaign design to introduce students and practitioners to tools needed for developing and presenting effective plans. Offers techniques for planning and research as well as the application of communication theory, with sections on the strategic planning process, research methods, communication and persuasion theories, and presentation. Appendices offer standards and guidelines. The authors are affiliated with Washington State University. Annotation c. Book News, Inc., Portland, OR (booknews.com)