June 2019
Intermediate to advanced
154 pages
3h 46m
English
Content preview from Service Excellence in Organizations, Volume I
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Chapter Objectives
- To appreciate the role trust plays as part of the brand
- To understand how trust is created and how easily trust can be broken
- To understand the role of pricing in trust
- To appreciate the way service recovery can support trust
- To identify means of recovering trust
- To understand how trust in staff can deliver the responsiveness required
- To identify trust-exposed industries
Chapter Profile
This chapter explores the importance for consumers to be able to trust the brands that they buy. It examines the role of trust in the decision-making process and in building loyalty. Trust is built up slowly over a period of time, in much the same way as brand equity is established, and is also a key element in ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.