Service Excellence : Creating Customer Experiences That Build Relationships.

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 custome...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Bolton, Ruth N. (Ruth Nancy)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Business Expert Press, 2016.
Colección:Marketing strategy collection.
Temas:
Customer services.
Service à la clientèle.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer services
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 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.

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