Marketing is generally an expensive practice of facilitating exchanges of values, goods and services to maximise benefits for the stakeholders. In most cases, the return on marketing investments is minimal or fails to justify the endeavours. This book introduces cost-effective marketing strategies that require minimal organisational resources to achieve organisational benefits including financial outcomes and the wellbeing of employees and customers. These strategies are approached from 1) the human perspective; 2) the product perspective; and 3) the technological perspective, for instance, the use of artificial intelligence. This book begins with addressing employee wellbeing and performance, followed by customer wellbeing and loyalty with non-organisational factors. For employees, this book discusses how employees’ personal traits and volitional activities can shape their wellbeing and performance, and subsequently organisational wellbeing. Subsequently, this book discusses how customers’ mindfulness, self-determination, social motives, and volitional engagement are related to their relationships with business organisations. Moving from customer psychological antecedents, the book discusses how product traits and external forces influence consumer purchases.
This book takes a fresh stance and views EI and AI as services that are provided by service employees and machines as organisational offerings to customers. As emotional intelligence (EI) and artificial intelligence (AI) have been cited to have broad effects on individuals, businesses and beyond, this book is focused on the organisational context, specifically how they affect employees and customers from a marketing perspective. The stance in this book is consistent with the conceptualisation of a service. This book holds that intelligence in businesses must turn into organisational assets to manifest their values. Further, this book explores this service-dominant logic era, and compared to tangible products, service plays a key role in organisational performance and customer relationship with the organisation. Intelligence exhibited either by human or machine is not a tangible product, but can be utilised as a service to assist employees in performing tasks and delivering services as well as facilitating business transaction and customer experience. This book is structured as follows. Chapters 2 and 3 demystify emotional and artificial intelligence, from different perspectives, including conceptualisations, the history and evolution of the concepts, how they function and where they can apply to. These discussions help readers understand what exactly these two intelligences are. Chapters 4 and 5 analyse how emotional intelligence is related to employees and customers, respectively, with a focus on service organisations. Chapters 6–8 are dedicated to anatomising AI and how it is operationalised as a service to influence employees and customers. Specifically, viewing AI as a service, Chapter 6 examines the impact of AI service quality and how it is related to employee service quality. Chapter 7 analyses the influence of AI service quality on customers. Based on the discussion in Chapters 6 and 7, Chapter 8 is extended to develop a scale to measure such AI service, named AI service quality. The last three chapters of this book integrate EI and AI to analyse their respective impacts on employees and customers. Chapter 9 proposes EI as a moderator of AI, whereas Chapter 10 proposes AI as a moderator of EI. Chapter 11 employs service profit chain to integrate EI and AI in the chain relationship to understand their effects on both employees and customers. This chapter broadly covers the service industry with a focus on tourism and hospitality sector. The discussion on the impact of EI and AI is complemented with empirical studies conducted in tourism or hospitality context to address their effects in these sectors.
This book discusses how businesses and marketers can deploy emotional intelligence as a marketing tool to co-produce service for enhancing customer experience and to co-create value for key stakeholders in the digitalised and service-dominant logic era. Whilst many competing emotional intelligence models are discussed in the literature, the current book will focus on the ability model. This model comprises 2 areas (experiential and strategic emotional intelligence) and four ability scopes (perceive emotions, use emotions, understand emotions and manage emotions). The marketing domains that are deemed relevant and included in this book are services marketing, relationship marketing and digital marketing. The relevant marketing models from these domains will be identified to be integrated with emotional intelligent strategies. Emotional Intelligence makes both employees and customers happy, committed and loyal. Emotional Intelligence makes businesses competitive and sustainable.
It's the fair! Hooray! Bobby, Tabitha, Josh and Waldo are excited. Tabitha has a bag. Oh no! Where is her book? Where is her orange juice? Where is her chocolate? Waldo likes chocolate. He is hungry...'Waldo!' With their colourful illustrations, unforgettable characters and engaging stories, young learners will love exploringour wide range of Kids Readers. From Disney favourites and timeless fairy tales, to epic adventures and discoveringscience and the natural world, the accessible English and lively content in every Person English Kids Reader will keep young readers engaged and motivated to learn.
Sometimes, love is inescapable Snuggle up, relax, and prepare to fall in love as you journey through three of the most romantic tales you might ever experience! Untamed Destinies is the brand-new romance anthology from bestselling authors, Beth Prentice, Kim Petersen and Catherine Evans. HEAT LEVELS: The Ivory Veil by BETH PRENTICE Sweet Wildflower by KIM PETERSEN Sexy Storm Struck by CATHERINE EVANS Sweet Untamed Destinies is 3 uniquely different novellas, with differing heat levels, and different genres, but at the core of them all is finding your soul mate. Catherine Evans writes a gorgeous rural romance, Kim Petersen drifts into the mystical world of paranormal, and Beth Prentice pens a sweet romance with a touch of mystery. Together we've created a book where the reader can escape into diverse worlds with contrasting styles, and hopefully discover their next favourite author. The Ivory Veil: Does Grandma really know best? Gracie Saunders loves her job at The Ivory Veil Bridal Boutique. She loves matching the perfect dress to the perfect bride, and she loves how the veil can show a woman what a bride really looks like. But when the boutique is bought by the one man she hates, suddenly her life is turned upside down. Throw in a long-standing family feud, a mysterious wedding gown, and the blurred lines between love and hate, and Gracie finds herself in the middle of a web of complications. Can she separate her feelings long enough to see what's real? Or will she be out of a job and single forever? Wildflower When it's real, can you walk away? Arie is happy - life is good and she wants for nothing. That is, until she flies to New York city and discovers a soul connection so deep, she can't look away. Charly is everything Arie never knew she wanted - he opens her mind to a beautiful soul dance that takes her so high, her world begins to unravel beneath her feet as she is faced with confronting reality. The problem? They're both married, but that's not all. Can Arie risk everything for a love deeper than anything she ever wanted, or will the dream die along with the truth? Wildflower is a standalone paranormal romance. If you like forbidden romance, angst, and books you just can't put down, you'll love bestselling author Kim Petersen's steamy paranormal romance. Storm Struck You'll fall head over heels in love after catching a storm while running. New to town, in a stressful job, Tamara Hancock jogs daily for her sanity. When she comes across a riderless horse, memories of her childhood flood back, including her grandmother's odd prediction. Rob Richmond wasn't paying attention when his horse, Storm, dumped him into the ocean. With a suspected broken collarbone and ankle, he's not sure how he'll get home until Storm arrives with a woman who is part guardian angel, part Amazonian warrior, and all horse whisperer. Tamara is difficult to work out. Sometimes funny, sometimes feisty, always skittish. Can Tamara work through the pain of her past, and find hope for a future? Is Rob the man who can earn Tamara's trust and her love?
Bright graphics and beautiful colourful photographs by Steve Parish a re accompanied by simple text, easy-to-follow storylines. The rep etition of sounds and actions encourage children to join in, repeat the noises and answer questions - and of course learn to read!
Fantastic new Bedtime Read-along range for Early Readers by Steve Parish Publishing. Twelve great titles, including Penguin's Parade, feature engaging stories about Australian animals in their natural environment. Bright graphics and colourful photographs are accompanied by simple, easy-to-follow storylines. Repetition of sounds and actions encourages children to join in, repeat the noises, answer the questions - and learn to read! Kids will love these fun, interactive storybooks so much they'll read them over and over again!
Australian Animals Board Books: Small children will learn how to recognise the shapes and colours in nature, how to count to five, and how to begin to tell the time of day. These simple books, aimed at babies up to 18 months, combine vibrant photographs of Australian wildlife with simple, interactive text.
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