UID:
almahu_9949386042202882
Umfang:
1 online resource (xiv, 339 pages) :
,
illustrations
ISBN:
9780429031342
,
0429031343
,
9780429631948
,
0429631944
,
9780429633430
,
0429633432
,
9780429630453
,
042963045X
Inhalt:
"Customer service management the world over is dynamic, with companies transitioning from a transactional to a more strategic view of the customer. Customers have evolved and transformed from 'passive audiences' to 'active players.' Consequently, businesses are moving away from the old industry model that sees value as created from goods and services to a new model where value is created by experiences. Today, customers engage in dialogue with businesses at each stage of product design and product delivery. This dialogue is an interactive process of learning together. Together, businesses and customers create value through customized, co-produced offerings. This co-creation of value help firms highlight the customer's or consumer's point of view and improve the front-end process of identifying customers' needs. Co-creation, a new paradigm in the customer service literature, describes an environment in which businesses and customers create value through interaction aimed at further development of new business opportunities. In the past decade, co-creation has spread swiftly through theoretical and empirical analyses. Many professionals interested in marketing and consumer research, service management, and innovation management have applied "co-creation" models, enriching the approaches and the theoretical perspectives in the respective fields. Given the increasing recognition of the customer as a co-creator of value, this comprehensive and well-timed book aims to be an essential reference on the emerging role of the customer as a strategic partner in the co-creation value. This book discusses the management and delivery of customer service under seven broad themes: 1) customer service as shared value; 2) customer service systems; 3) customer service strategy; 4) customer service structure; 5) customer service style; 6) customer service staff; 7) customer service skills. The book examines the concepts, roles, and practices of customer service management. The authors also address the following central questions: 1) What is the new definition of customer service management? 2) How should organizations position themselves to create value for customers and stakeholders? 3) How should individuals representing organizations project themselves to align with the customer delivery promises made by their organizations?"--
Anmerkung:
"A Productivity Press Book" -- taken from front cover.
,
Introduction to Customer Service Management: A Strategic and Operational Perspective /
,
Who is A Customer? /
,
Defining a Customer-driven Organisation /
,
Ethical Customer Service /
,
An Institutional Economics-Led Model of Customer Service Strategy /
,
Barriers to Implementing Customer Service Strategy /
,
Customer Service Systems /
,
Application of Digital Technology and Social Media to enhance Customer Service Experience /
,
Technology and Social Media in Customer Service /
,
Innovation and Customer Service /
,
Entrepreneurial Customer Service /
,
Leadership and Customer Service /
,
Teamwork and Customer Service /
,
Customer Service Training /
,
Organisational Culture & Customer Service Delivery /
,
Cultural Influence on Customer Service Delivery /
,
Reward and Recognition Systems in Customer Service Organisations /
,
Reward Systems & Customer Service Delivery Among Small And Medium Enterprises In Lagos State /
,
Emotional Intelligence /
,
Twenty Traits of Customer Service Champions /
,
Professional Grooming /
,
Presentation Skills /
,
Advancing the Services Sector's Potential in Africa Through Customer Experience: A Conceptual Perspective /
Weitere Ausg.:
Print version: Customer service management in Africa New York : Routledge, 2020. ISBN 9780367143374
Sprache:
Englisch
Schlagwort(e):
Electronic books.
;
Electronic books.
DOI:
10.4324/9780429031342
URL:
https://www.taylorfrancis.com/books/9780429031342
Bookmarklink
