株式会社極東書店トップ ＞ 商品一覧 ＞ Customer Service Marketing : Managing the Customer Experience.
商品詳細
Customer Service Marketing : Managing the Customer Experience.
・ISBN 978-0-367-20892-9 hard GB£ 140.00
￥44,352.- (税込) ※（※）価格はご注文時の参考価格となります。
納品価格につきましては書籍の入荷時点で確定となります。
版元の原価改定、外国為替の変動等により異なる場合がございますので、予めご了承下さい。
・ISBN 978-0-367-20893-6 paper GB£ 41.99
￥13,302.- (税込) ※（※）価格はご注文時の参考価格となります。
納品価格につきましては書籍の入荷時点で確定となります。
版元の原価改定、外国為替の変動等により異なる場合がございますので、予めご了承下さい。
電子版あり 大学・学術機関向け電子ブック（eBook）ISBN 978-0-429-26396-5
| 著者・編者 | Torres, Edwin N. / Zhang, Tingting, |
|---|---|
| 出版社 | (Routledge, UK) |
| 出版年月 | 2022.12 |
| ページ数 | 280 pp. |
| 言語 | ENG |
| ニュース番号 | ＜683-429＞ |
解説
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 and contemporary 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, and finance.
This book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization's servicescape, quality measurement 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.