Edwin N. Torres (USA Rochester Institute of Technology), Tingting Zhang (USA University of Central Florida)

Customer Service Marketing

Managing the Customer Experience

• Broschiertes Buch

Produktbeschreibung

This textbook is a comprehensive overview of customer service principles, theories, and practices. Covering classic and contemporary theories, it looks at real life applications of theory by business enterprises in various service sectors. It will be particularly useful for students in hospitality guest services and services marketing.

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Produktdetails

• Verlag: Taylor & Francis Ltd
• Seitenzahl: 278
• Erscheinungstermin: 5. Dezember 2022
• Englisch
• Abmessung: 244mm x 174mm x 19mm
• Gewicht: 588g
• ISBN-13: 9780367208936
• ISBN-10: 0367208938
• Artikelnr.: 65613135

Autorenporträt

Edwin N. Torres, Ph.D., is the Chair and Associate Professor at the Department of International Hospitality and Service Innovation, Saunders College of Business at the Rochester Institute of Technology. Tingting Zhang, Ph.D., is Associate Professor at the Rosen College of Hospitality Management, University of Central Florida.

Inhaltsangabe

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