Local cover image
Local cover image

Customer service marketing : managing the customer experience / Edwin N. Torres and Tingting Zhang

By: Contributor(s): Material type: TextTextPublisher: Abingdon, Oxon : Routledge, 2023Description: x, 277 pages : color illustrationsContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 9780367208936
Subject(s): DDC classification:
  • 658.812
Contents:
What is service? The origin and evolution of customer experiences
Servicescape : visualizing service quality and value
Service quality : tools and strategies
Customer attitudes and emotions : from delight to outrage
Waiting for service : strategies to reduce waits and the perception of waiting
Co-creation and customization : engaging the customer's in value creation
Electronic word of mouth : understanding the customer's voice
The sharing economy/peer-to-peer services : revolutionizing the service market
Subscription services and new business models
Service technologies : delivering a seamless experience
Cross-cultural guest interactions : appealing to a broad customer base
Recovery strategies for service managers
Recruiting, training, and engaging talent for service organizations
Customer loyalty, analytics, and relationship management
Service innovation : the key to business growth and sustainability
Tags from this library: No tags from this library for this title. Log in to add tags.
Star ratings
    Average rating: 0.0 (0 votes)
Holdings
Item type Current library Collection Call number Copy number Status Barcode
Book Book Lagro Branch Reference Section Reference R 658.812 T693c 2023 (Browse shelf(Opens below)) c. 3 Room use only 57937QC
Book Book Main Library Reference Section Reference R 658.812 T693c 2023 (Browse shelf(Opens below)) c. 1 Room use only 57935QC

Includes bibliographical references and index.

What is service? The origin and evolution of customer experiences

Servicescape : visualizing service quality and value

Service quality : tools and strategies

Customer attitudes and emotions : from delight to outrage

Waiting for service : strategies to reduce waits and the perception of waiting

Co-creation and customization : engaging the customer's in value creation

Electronic word of mouth : understanding the customer's voice

The sharing economy/peer-to-peer services : revolutionizing the service market

Subscription services and new business models

Service technologies : delivering a seamless experience

Cross-cultural guest interactions : appealing to a broad customer base

Recovery strategies for service managers

Recruiting, training, and engaging talent for service organizations

Customer loyalty, analytics, and relationship management

Service innovation : the key to business growth and sustainability

There are no comments on this title.

to post a comment.

Click on an image to view it in the image viewer

Local cover image