| Description |
1 online resource (289 p.) |
| Contents |
Cover -- Half Title -- Title Page -- Copyright Page -- Table of Contents -- Preface -- 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 -- Index |
| Notes |
Description based upon print version of record |
| Subject |
Customer services.
|
|
Consumer satisfaction.
|
|
Marketing.
|
|
marketing.
|
|
Consumer satisfaction
|
|
Customer services
|
|
Marketing
|
| Form |
Electronic book
|
| Author |
Zhang, TingTing
|
| ISBN |
9780429554520 |
|
0429554524 |
|
