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Customer Service Marketing
- Managing the Customer Experience
Engelsk Paperback
Customer Service Marketing
- Managing the Customer Experience
Engelsk Paperback

431 kr
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6 - 8 hverdage

Om denne bog

This timely book is a comprehensive overview of customer service principles, theories, and practices. It looks at the best practices of service enterprises and the delivery of superior customer service. It also includes classic and contemporary theories relating to the consumers, managers, and their behaviors in organizational setting. The book uses real-life applications through examples from business enterprises in various service sectors, including hotels, restaurants, theme parks, event management, airlines, cruises, (e-)retailers, and finance.

This book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization’s servicescape, quality measurement tools, and use of technologies. The book also gives insights into consumers including their expectations, attitudes, emotions, word-of-mouth behaviors, and strategies to ensure their loyalty. It also looks at developments in service theory and practice which remain relatively unexplored by existing textbooks.

Filled with real-world case studies in various service sectors, this textbook will be particularly useful for students in hospitality guest services and services marketing.

Product detaljer
Sprog:
Engelsk
Sider:
278
ISBN-13:
9780367208936
Indbinding:
Paperback
Udgave:
ISBN-10:
0367208938
Udg. Dato:
5 dec 2022
Længde:
19mm
Bredde:
174mm
Højde:
244mm
Forlag:
Taylor & Francis Ltd
Oplagsdato:
5 dec 2022
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