Customer service marketing: managing the customer experience
"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...
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London ; New York
Routledge
2023
|
| Schlagworte: | |
| Zusammenfassung: | "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, finance. The 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"-- |
| Beschreibung: | x, 277 Seiten Illustrationen, Diagramme |
| ISBN: | 9780367208936 9780367208929 |
Internformat
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| 100 | 1 | |a Torres, Edwin N. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Customer service marketing |b managing the customer experience |c Edwin N. Torres and Tingting Zhang |
| 264 | 1 | |a London ; New York |b Routledge |c 2023 | |
| 300 | |a x, 277 Seiten |b Illustrationen, Diagramme | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 520 | |a "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, finance. The 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"-- | ||
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Consumer satisfaction | |
| 650 | 4 | |a Marketing | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 7 | |a Marketing |2 fast | |
| 700 | 1 | |a Zhang, Tingting (Christina) |e Verfasser |0 (DE-588)1140927302 |4 aut | |
| 776 | 0 | 8 | |i Erscheint auch als |n Online-Ausgabe |z 978-0-429-26396-5 |
| 943 | 1 | |a oai:aleph.bib-bvb.de:BVB01-034068813 | |
Datensatz im Suchindex
| _version_ | 1805085663421267968 |
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| adam_txt | |
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| author | Torres, Edwin N. Zhang, Tingting (Christina) |
| author_GND | (DE-588)1140927302 |
| author_facet | Torres, Edwin N. Zhang, Tingting (Christina) |
| author_role | aut aut |
| author_sort | Torres, Edwin N. |
| author_variant | e n t en ent t c z tc tcz |
| building | Verbundindex |
| bvnumber | BV048802709 |
| classification_rvk | QP 620 |
| ctrlnum | (OCoLC)1342109446 (DE-599)BVBBV048802709 |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV048802709 |
| illustrated | Illustrated |
| index_date | 2024-07-03T21:28:14Z |
| indexdate | 2024-07-20T08:23:55Z |
| institution | BVB |
| isbn | 9780367208936 9780367208929 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-034068813 |
| oclc_num | 1342109446 |
| open_access_boolean | |
| owner | DE-1050 DE-898 DE-BY-UBR |
| owner_facet | DE-1050 DE-898 DE-BY-UBR |
| physical | x, 277 Seiten Illustrationen, Diagramme |
| publishDate | 2023 |
| publishDateSearch | 2023 |
| publishDateSort | 2023 |
| publisher | Routledge |
| record_format | marc |
| spelling | Torres, Edwin N. Verfasser aut Customer service marketing managing the customer experience Edwin N. Torres and Tingting Zhang London ; New York Routledge 2023 x, 277 Seiten Illustrationen, Diagramme txt rdacontent n rdamedia nc rdacarrier "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, finance. The 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"-- Customer services Consumer satisfaction Marketing Consumer satisfaction fast Customer services fast Marketing fast Zhang, Tingting (Christina) Verfasser (DE-588)1140927302 aut Erscheint auch als Online-Ausgabe 978-0-429-26396-5 |
| spellingShingle | Torres, Edwin N. Zhang, Tingting (Christina) Customer service marketing managing the customer experience Customer services Consumer satisfaction Marketing Consumer satisfaction fast Customer services fast Marketing fast |
| title | Customer service marketing managing the customer experience |
| title_auth | Customer service marketing managing the customer experience |
| title_exact_search | Customer service marketing managing the customer experience |
| title_exact_search_txtP | Customer service marketing managing the customer experience |
| title_full | Customer service marketing managing the customer experience Edwin N. Torres and Tingting Zhang |
| title_fullStr | Customer service marketing managing the customer experience Edwin N. Torres and Tingting Zhang |
| title_full_unstemmed | Customer service marketing managing the customer experience Edwin N. Torres and Tingting Zhang |
| title_short | Customer service marketing |
| title_sort | customer service marketing managing the customer experience |
| title_sub | managing the customer experience |
| topic | Customer services Consumer satisfaction Marketing Consumer satisfaction fast Customer services fast Marketing fast |
| topic_facet | Customer services Consumer satisfaction Marketing |
| work_keys_str_mv | AT torresedwinn customerservicemarketingmanagingthecustomerexperience AT zhangtingtingchristina customerservicemarketingmanagingthecustomerexperience |