Customer service marketing : managing the customer experience /: managing the customer experience. (2022)

• Record Type: Book
• Further Information: Note: Edwin N. Torres, Tingting Zhang.
• Authors: Torres, Edwin N; (College teacher), Zhang, Tingting
• Contents: 1. What is service? The origin and evolution of customer experiences 2. Servicescape: Visualizing service quality and value 3. Service quality: Tools and strategies 4. Customer attitudes and emotions: From delight to outrage 5. Waiting for service: Strategies to reduce waits and the perception of waiting 6. Co-creation and customization: Engaging the customer in value creation 7. Electronic word of mouth: Understanding the customer’s voice 8. The sharing economy/peer-to-peer services: Revolutionizing the service market 9. Subscription services and new business models 10. Service technologies: Delivering a seamless experience 11. Cross-cultural guest interactions: Appealing to a broad customer base 12. Recovery strategies for service managers 13. Recruiting, training, and engaging talent for service organizations 14. Customer loyalty, analytics, and relationship management 15. Service innovation: The key to business growth and sustainability
• Edition: 1st
• Publisher Details: London : Routledge
• Publication Date: 2022
• Extent: 1 online resource, illustrations (colour)
• Subjects: 658.812; Customer services; Consumer satisfaction; Marketing
• Languages: English
• ISBNs: 9780429558993; 9780429554520
• Related ISBNs: 9780367208929; 9780367208936
• Notes: Note: Description based on CIP data; resource not viewed.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.