Service excellence: creating customer experiences that build relationships
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York, NY
Business Expert Press
2016
|
| Ausgabe: | First edition |
| Schriftenreihe: | Marketing strategy collection
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis Klappentext |
| Beschreibung: | vi, 204 Seiten Diagramme |
| ISBN: | 9781631573712 9781631573729 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804176676141137920 |
|---|---|
| adam_text | IX
Chapter 1 A Service-Centered. View of the Customer Experience.......1
Chapter 2 New Challenges: Technology and New Media.................21
Chapter 3 Customer Participation and Its Implications for
Managing Demand and Supply........................... 37
Chapter 4 The Building Blocks of the Customer Experience...........55
Chapter 5 Managing Customer Relationships to Achieve
Growth and Profitability...............................79
Chapter 6 Customer-Focused Innovation.................... ....107
Chapter 7 Service Design and Multichannel Management............135
Chapter 8 Managing Partners, People, and Physical Evidence......151
Chapter 9 Globalization: Learning to Tailor the Customer
Experience to New Markets.............................171
References...................................................... .181
Index.......................................................... 197
By providing excellent service, organizations build strong relation-
ships with customers, generate barriers to competition, utilize
resources more efficiently, and increase profitability. This book
provides concepts and tools to help managers:
* Uncover new sources of revenue from innovations and im-
provements in the customer experience, including leveraging
business analytics and metrics;
* Design service processes, operations and channels to create
customer experiences that build relationships, as well as design
responses to service failures; and
* Manage people, physical evidence, branding and communica-
tions to effectively cocreate experiences with customers.
The Customer Experience is the sensory, cognitive, emotional,
social, and behavioral dimensions of all activities that connect the
customer and the organization over time across touch points and
channels. It encompasses all activities involving the customer where
the organization is the focal object, including prepurchase activities
(such as exposure to a website ad), and purchase, consumption, and
engagement behaviors (blogging, sharing photos).
This book analyzes the challenges of creating excellent cus-
tomer experiences, including the management of technology and
new media. It describes how customers coproduce and cocreate
their experiences, and how these activities influence business
revenues and costs. The book takes a deep dive into the psychology
of customers, revealing the conceptual building blocks of customer
experiences and how they build relationships over time. These ideas
provide a business perspective on how to manage relationships
with customers to generate cash flows and profitability, including
the role of pricing.
|
| any_adam_object | 1 |
| author | Bolton, Ruth N. |
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| discipline | Wirtschaftswissenschaften |
| edition | First edition |
| format | Book |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:35:58Z |
| institution | BVB |
| isbn | 9781631573712 9781631573729 |
| language | English |
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| physical | vi, 204 Seiten Diagramme |
| publishDate | 2016 |
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| publisher | Business Expert Press |
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| spelling | Bolton, Ruth N. Verfasser (DE-588)17020300X aut Service excellence creating customer experiences that build relationships Ruth N. Bolton First edition New York, NY Business Expert Press 2016 vi, 204 Seiten Diagramme txt rdacontent n rdamedia nc rdacarrier Marketing strategy collection Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 s Qualitätsmanagement (DE-588)4219057-5 s Kundenmanagement (DE-588)4236865-0 s DE-604 Digitalisierung UB Augsburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029231657&sequence=000003&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis Digitalisierung UB Augsburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029231657&sequence=000004&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA Klappentext |
| spellingShingle | Bolton, Ruth N. Service excellence creating customer experiences that build relationships Kundenmanagement (DE-588)4236865-0 gnd Qualitätsmanagement (DE-588)4219057-5 gnd Dienstleistungssektor (DE-588)4012183-5 gnd |
| subject_GND | (DE-588)4236865-0 (DE-588)4219057-5 (DE-588)4012183-5 |
| title | Service excellence creating customer experiences that build relationships |
| title_auth | Service excellence creating customer experiences that build relationships |
| title_exact_search | Service excellence creating customer experiences that build relationships |
| title_full | Service excellence creating customer experiences that build relationships Ruth N. Bolton |
| title_fullStr | Service excellence creating customer experiences that build relationships Ruth N. Bolton |
| title_full_unstemmed | Service excellence creating customer experiences that build relationships Ruth N. Bolton |
| title_short | Service excellence |
| title_sort | service excellence creating customer experiences that build relationships |
| title_sub | creating customer experiences that build relationships |
| topic | Kundenmanagement (DE-588)4236865-0 gnd Qualitätsmanagement (DE-588)4219057-5 gnd Dienstleistungssektor (DE-588)4012183-5 gnd |
| topic_facet | Kundenmanagement Qualitätsmanagement Dienstleistungssektor |
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