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Customer service marketing = managin...

Torres, Edwin N.

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Customer service marketing = managing the customer experience /

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Customer service marketing/ Edwin N. Torres and Tingting Zhang.
其他題名:	managing the customer experience /
作者:	Torres, Edwin N.
其他作者:	Zhang, Tingting
出版者:	Milton Park, Abingdon, Oxon ;Routledge, : 2023.,
面頁冊數:	1 online resource (x, 277 p.) :col. ill.
標題:	Customer services. -
電子資源:	https://www.taylorfrancis.com/books/9780429263965
ISBN:	9780429263965

Customer service marketing = managing the customer experience /
Torres, Edwin N.

Customer service marketingmanaging the customer experience /[electronic resource] :Edwin N. Torres and Tingting Zhang. - Milton Park, Abingdon, Oxon ;Routledge,2023. - 1 online resource (x, 277 p.) :col. ill.

Includes bibliographical references and index.

"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 andcontemporary 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, qualitymeasurement 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"--

ISBN: 9780429263965Subjects--Topical Terms:

657636
Customer services.
Index Terms--Genre/Form:

542853
Electronic books.

LC Class. No.: HF5415.5

Dewey Class. No.: 658.8/12

Customer service marketing = managing the customer experience /
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245 1 0 $a Customer service marketing $h [electronic resource] : $b managing the customer experience / $c Edwin N. Torres and Tingting Zhang.
260 $a Milton Park, Abingdon, Oxon ; $a New York, NY : $b Routledge, $c 2023.
300 $a 1 online resource (x, 277 p.) : $b col. ill.
504 $a Includes bibliographical references and index.
520 $a "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 andcontemporary 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, qualitymeasurement 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"-- $c Provided by publisher.
650 0 $a Customer services. $3 657636
650 0 $a Consumer satisfaction. $2 lcstt $3 578584
650 0 $a Marketing. $3 536353
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655 4 $a Electronic books. $2 lcsh $3 542853
700 1 $a Zhang, Tingting $c (College teacher). $3 3794023
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