Jay Kandampully, David J. Solnet

Service Management and Marketing Principles (eBook, PDF)

Competing in the Service Economy

• Format: PDF

Produktbeschreibung

This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful and exceptional experiences.

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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 246
• Erscheinungstermin: 7. Juni 2024
• Englisch
• ISBN-13: 9781040025772
• Artikelnr.: 70263117

Autorenporträt

Jay Kandampully is Professor of Service Management and Hospitality in the Department of Human Sciences at the Ohio State University, USA.

David J. Solnet is Professor of Service Management and Service Work at University of Queensland, Business School, Australia.

Inhaltsangabe

Acknowledgements. Introduction 1. The Service Economy 2. Management and
Marketing Challenges in the Service Economy 3. Management Implications for
Service Supply and Demand 4. Understanding Service Quality 5. Customer
Centricity in Practice 6. Translating Service Vision to Action 7. Managing
Customer Experience and Service Failures 8. Crafting a Culture for Service
Excellence 9. Leveraging Technology 10. Fostering Service Innovation.
Index.

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Acknowledgements. Introduction 1. The Service Economy 2. Management and Marketing Challenges in the Service Economy 3. Management Implications for Service Supply and Demand 4. Understanding Service Quality 5. Customer Centricity in Practice 6. Translating Service Vision to Action 7. Managing Customer Experience and Service Failures 8. Crafting a Culture for Service Excellence 9. Leveraging Technology 10. Fostering Service Innovation. Index.