Customer service marketing : managing the customer experience
著者
書誌事項
Customer service marketing : managing the customer experience
Routledge, 2023
- : hbk
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
1. Provides an overview of customer service principles, theories, and practices, and covers a range of classic and contemporary business theories
2. Includes case studies of business enterprises in various hospitality and service sectors including hotels, restaurants, theme parks, event management, airlines, cruises, (e-)retailers, finance
3. Suggests important considerations and design concepts for businesses to introduce technological innovations in service settings
4. Learning Objectives and Discussion Questions included in every content chapter as learning aids
目次
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
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