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Customer service marketing : managing the customer experience / By Edwin N. Torres and Tingting zhang.

By: Contributor(s): Material type: TextTextPublication details: London and New York : Routledge , 2024.Description: x,277p. ; PB 24cmISBN:
  • 9781032702230
Subject(s): DDC classification:
  • 658.804 TORD
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Item type Current library Collection Call number Status Barcode
Book Book St Aloysius Institute of Management & Information Technology Marketing MBA 658.804 TORD (Browse shelf(Opens below)) Available MBA14809
Total holds: 0

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 insig...

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