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Enhancing Customer Experience in the Service Industry : A Global Perspective. サービス産業における顧客経験の向上
・ISBN 978-1-4438-8496-9 hard GB£ 47.99
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お気に入り
★★★
| 著者・編者 | Altinay, Levent / Poudel, S. (eds.), |
|---|---|
| 出版社 | (Cambridge Scholars Pub., UK) |
| 出版年月 | 2016 |
| ページ数 | 281 pp. |
| 言語 | ENG |
| ニュース番号 | ＜633-785 633-P1815＞ |
解説
This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world-the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly outlines the key theoretical perspectives of customer experience, covering customer experience both from demand and supplier perspectives.Fully informed by the latest research, it explores different country contexts and how they impact upon the customer experience; investigates the social, cultural and economic dimensions of customer experience; provides case studies from a wide range of service industry sectors; and includes industry perspectives and examples.