Service excellence: creating customer experiences that build relationships
1. A service-centered view of the customer experience -- 2. New challenges: technology and new media -- 3. Customer participation and its implications for managing demand and supply -- 4. The building blocks of the customer experience -- 5. Managing customer relationships to achieve growth and profi...
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
New York, New York (222 East 46th Street, New York, NY 10017)
Business Expert Press
2016
|
| Ausgabe: | First edition |
| Schriftenreihe: | Marketing strategy collection
|
| Schlagworte: | |
| Online-Zugang: | FHN01 FWS01 FWS02 UBY01 Volltext |
| Zusammenfassung: | 1. A service-centered view of the customer experience -- 2. New challenges: technology and new media -- 3. Customer participation and its implications for managing demand and supply -- 4. The building blocks of the customer experience -- 5. Managing customer relationships to achieve growth and profitability -- 6. Customer-focused innovation -- 7. Service design and multichannel management -- 8. Managing partners, people, and physical evidence -- 9. Globalization: learning to tailor the customer experience to new markets -- References -- Index Service has a unique ability to create experiences that build profitable relationships with customers. Based on a service-centered perspective, this book analyzes the challenges of creating excellent customer 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. Customer Experience refers to the sensory, cognitive, emotional, social, and behavioral dimensions of all activities that connect the customer and the organization over time across touchpoints 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). 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 customer-focused service strategies generate cash flows, including the role of pricing |
| Beschreibung: | Co-published with Center for Services Leadership (CSL) at Arizona State University Includes bibliographical references (pages 181-195) and index |
| Beschreibung: | Online-Ressource (vi, 204 pages) |
| ISBN: | 9781631573729 9781631573712 |
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| 520 | |a 1. A service-centered view of the customer experience -- 2. New challenges: technology and new media -- 3. Customer participation and its implications for managing demand and supply -- 4. The building blocks of the customer experience -- 5. Managing customer relationships to achieve growth and profitability -- 6. Customer-focused innovation -- 7. Service design and multichannel management -- 8. Managing partners, people, and physical evidence -- 9. Globalization: learning to tailor the customer experience to new markets -- References -- Index | ||
| 520 | |a Service has a unique ability to create experiences that build profitable relationships with customers. Based on a service-centered perspective, this book analyzes the challenges of creating excellent customer 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. Customer Experience refers to the sensory, cognitive, emotional, social, and behavioral dimensions of all activities that connect the customer and the organization over time across touchpoints 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). 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 customer-focused service strategies generate cash flows, including the role of pricing | ||
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Datensatz im Suchindex
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|---|---|
| _version_ | 1806188255209586688 |
| any_adam_object | |
| author | Bolton, Ruth N. |
| author_facet | Bolton, Ruth N. |
| author_role | aut |
| author_sort | Bolton, Ruth N. |
| author_variant | r n b rn rnb |
| building | Verbundindex |
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| collection | ZDB-191-BEX |
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| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | First edition |
| format | Electronic eBook |
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| id | DE-604.BV045876185 |
| illustrated | Not Illustrated |
| indexdate | 2024-08-01T14:29:09Z |
| institution | BVB |
| isbn | 9781631573729 9781631573712 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-031259403 |
| oclc_num | 947084405 |
| open_access_boolean | |
| owner | DE-863 DE-BY-FWS DE-862 DE-BY-FWS DE-92 DE-706 |
| owner_facet | DE-863 DE-BY-FWS DE-862 DE-BY-FWS DE-92 DE-706 |
| physical | Online-Ressource (vi, 204 pages) |
| psigel | ZDB-191-BEX |
| publishDate | 2016 |
| publishDateSearch | 2016 |
| publishDateSort | 2016 |
| publisher | Business Expert Press |
| record_format | marc |
| series2 | Marketing strategy collection |
| spellingShingle | Bolton, Ruth N. Service excellence creating customer experiences that build relationships Customer services 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 | Customer services Kundenmanagement (DE-588)4236865-0 gnd Qualitätsmanagement (DE-588)4219057-5 gnd Dienstleistungssektor (DE-588)4012183-5 gnd |
| topic_facet | Customer services Kundenmanagement Qualitätsmanagement Dienstleistungssektor |
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