UID:
almahu_9949435666202882
Format:
1 online resource
ISBN:
9780429263965
,
0429263961
,
9780429563461
,
0429563469
,
0429558996
,
9780429554520
,
0429554524
,
9780429558993
Content:
"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"--
Additional Edition:
Print version: Torres, Edwin N. Customer service marketing Milton Park, Abingdon, Oxon ; New York, NY : Routledge, 2023 ISBN 9780367208929
Language:
English
DOI:
10.4324/9780429263965
URL:
https://www.taylorfrancis.com/books/9780429263965
Bookmarklink
