Tobias Schachner's Books

Designing a new industry award for service excellence competition in retailing

By: Lars Merle,Tobias Schachner

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Designing a new industry award for service excellence competition in retailing

By: Lars Merle,Tobias Schachner

Inhaltsangabe:Abstract: This thesis resolves the need for an industry award for service excellence in retailing, based on a comprehensive framework to foster management quality. A service excellence framework is developed and the design for a new service excellence award is proposed. The proposed framework is based on the Industrial Excellence Award. In addition to the original four fundamental processes a fifth component is introduced: the customer. To complete the framework, the seven components of management quality known from the IEA are adopted. This framework is the structure for the self-assessment questionnaire that will be the core of the new Best Retailer service excellence award. Through an extensive literature review, success factors and empirically tested items for questionnaires were identified and assigned to the corresponding sections in the questionnaire. The result is a collection of questions that - if appropriately considered by management can help introducing service excellence in the retailing industry. The modus operandi of a possible future award competition is suggested to stay close the example of the IEA in order to leverage the existing brand. This should help to popularize the new award, to create outstanding showcases quickly, and to disseminate excellent management quality in the industry. Inhaltsverzeichnis:Inhaltsverzeichnis: AcknowledgementsII List of abbreviations:3 Executive Summary5 1.Introduction6 2.Retailing8 2.1Developments and Trends8 2.1.1Modern History of Retailing and Retailing Formats8 2.1.2Past and Future Trends11 2.2Strategies & Concepts18 2.2.1Retailing Classifications18 2.2.2Positioning20 2.2.3Strategies for Competitive Advantage21 2.2.4Scientific Concepts in Retailing23 2.3Success Factors in Retailing28 2.3.1Employees29 2.3.2Technology32 2.3.3Customer Service33 3.Service37 3.1Strategies and Concepts39 3.1.1Service Business Classifications39 3.1.2Strategies for Service firms41 3.1.3Excellence42 3.1.4Service Concepts in Literature49 3.2Service Management57 3.2.1Service Management Functions59 3.2.2The Service Process61 3.2.3The Service System61 3.3New Service Design & Development63 3.3.1The Service Concept64 3.3.2The Service Positioning Matrix64 3.3.3NSD Process Cycle66 3.3.4NSD-Innovation Matrix67 3.3.5Service Blueprinting68 3.4Service Quality and Customer Satisfaction69 3.4.1Overall Service Quality69 3.4.2Service Process Quality72 3.4.3Perceived Service [...]

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Page Count

157

Publisher

diplom.de

Published Date

ISBN 10

3832473580

ISBN 13

9783832473587

Divested

Inequality in the Age of Finance

By: Ken-Hou Lin,Megan Tobias Neely

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Divested

Inequality in the Age of Finance

By: Ken-Hou Lin,Megan Tobias Neely

Divested documents how the ascendance of finance is a fundamental cause of economic inequality in the United States. This wide-ranging and comprehensive account demonstrates the many ways financial sector has reshaped the economy, leaving the average American adrift in a world driven by the maximization of financial profit.

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241

Published Date

ISBN 10

0190638311

ISBN 13

9780190638313

Evolution Evolving

The Developmental Origins of Adaptation and Biodiversity

By: Kevin N. Lala,Tobias Uller,Nathalie Feiner,Marcus Feldman,Scott F. Gilbert

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Evolution Evolving

The Developmental Origins of Adaptation and Biodiversity

By: Kevin N. Lala,Tobias Uller,Nathalie Feiner,Marcus Feldman,Scott F. Gilbert

A new account of the central role developmental processes play in evolution A new scientific view of evolution is emerging—one that challenges and expands our understanding of how evolution works. Recent research demonstrates that organisms differ greatly in how effective they are at evolving. Whether and how each organism adapts and diversifies depends critically on the mechanistic details of how that organism operates—its development, physiology, and behavior. That is because the evolutionary process itself has evolved over time, and continues to evolve. The scientific understanding of evolution is evolving too, with groundbreaking new ways of explaining evolutionary change. In this book, a group of leading biologists draw on the latest findings in evolutionary genetics and evo-devo, as well as novel insights from studies of epigenetics, symbiosis, and inheritance, to examine the central role that developmental processes play in evolution. Written in an accessible style, and illustrated with fascinating examples of natural history, the book presents recent scientific discoveries that expand evolutionary biology beyond the classical view of gene transmission guided by natural selection. Without undermining the central importance of natural selection and other Darwinian foundations, new developmental insights indicate that all organisms possess their own characteristic sets of evolutionary mechanisms. The authors argue that a consideration of developmental phenomena is needed for evolutionary biologists to generate better explanations for adaptation and biodiversity. This book provides a new vision of adaptive evolution.

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Page Count

440

Publisher

Princeton University Press

Published Date

ISBN 10

0691262403

ISBN 13

9780691262406

Veterinary Surgery: Small Animal Expert Consult - E-BOOK

By: Spencer A. Johnston,Karen M. Tobias

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Veterinary Surgery: Small Animal Expert Consult - E-BOOK

By: Spencer A. Johnston,Karen M. Tobias

**Selected for Doody's Core Titles® 2024 with "Essential Purchase" designation in Veterinary Medicine** Focus on the "how" and "why" of medical/surgical conditions — the critical issues that lead to successful outcomes for your patients — with Veterinary Surgery: Small Animal, Second Edition. This two-volume full-color resource offers an authoritative, comprehensive review of disease processes, a thorough evaluation of basic clinical science information, and in-depth discussion of advanced surgeries. With an updated Expert Consult website you can access anytime and detailed coverage of surgical procedures, it is the definitive reference for surgical specialists, practicing veterinarians, and residents. - Expert Consult website offers access to the entire text online, plus references linked to original abstracts on PubMed. - Comprehensive coverage includes surgical biology, surgical methods and perioperative care, neurosurgery, and orthopedics in Volume One, and all soft tissue surgery organized by body system in Volume Two. - Extensive references to published studies available on Expert Consult show the factual basis for the material. - Strong blend of clinical and basic science information facilitates a clear understanding of clinical issues surrounding operative situations. - Highly recognized contributing authors create chapters from their own experience and knowledge base, providing the most authoritative, current information available. - Coverage of anatomy, physiology, and pathophysiology in chapters on specific organs includes information critical to operative procedures and patient management. - In-depth chapters on anesthesia, surgical oncology, tumors of the spine, and musculoskeletal neoplasia provide valuable resources for practicing surgeons, especially in the area of cancer treatment. - Preoperative considerations and surgical implications for surgical procedures help surgeons make decisions about treatment approaches. - NEW and UPDATED! Expert Consult website with print text plus complete online access to the book's contents, so you can use it anytime — anywhere. - EXPANDED! Coverage of interventional radiology techniques in Volume Two (soft tissue volume) to provide cutting-edge information on contemporary imaging modalities that gain access to different structures of the patient's body for diagnostic and therapeutic reasons. - NEW and UPDATED! Expanded coverage of coaptation devices and small animal prosthetics clearly explains how they are used in a variety of clinical situations. - EXPANDED! Principles of minimally invasive plate treatment added to Volume One (orthopedic volume) to show how these advancements maximize healing and protect the patient while meeting the surgeon's goals in using fracture fixation.

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Page Count

3113

Publisher

Elsevier Health Sciences

Published Date

ISBN 10

032332049X

ISBN 13

9780323320498

Book's by Tobias Schachner

Designing a new industry award for service excellence competition in retailing

Designing a new industry award for service excellence competition in retailing

Divested

Divested

Evolution Evolving

Evolution Evolving

Veterinary Surgery: Small Animal Expert Consult - E-BOOK

Veterinary Surgery: Small Animal Expert Consult - E-BOOK

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