國立高雄大學圖資館 |

Language: English

Back

Customer service marketingmanaging the customer experience /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Customer service marketingEdwin N. Torres and Tingting Zhang.
Reminder of title:	managing the customer experience /
Author:	Torres, Edwin N.
other author:	Zhang, Tingting
Published:	Milton Park, Abingdon, Oxon ;Routledge,2023.
Description:	1 online resource (x, 277 p.) :col. ill.
Subject:	Customer services.
Online resource:	https://www.taylorfrancis.com/books/9780429263965
ISBN:	9780429263965$q(ebook)

Customer service marketingmanaging the customer experience /
Torres, Edwin N.

Customer service marketingmanaging the customer experience /[electronic resource] :Edwin N. Torres and Tingting Zhang. - Milton Park, Abingdon, Oxon ;Routledge,2023. - 1 online resource (x, 277 p.) :col. ill.

Includes bibliographical references and index.

"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 andcontemporary 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, finance. The book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization's servicescape, qualitymeasurement 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"--

ISBN: 9780429263965$q(ebook)Subjects--Topical Terms:

200368
Customer services.
Index Terms--Genre/Form:

214472
Electronic books.

LC Class. No.: HF5415.5

Dewey Class. No.: 658.8/12

Customer service marketingmanaging the customer experience /
LDR:02507nmm a2200337 a 4500 001 681415
006 m o d
007 cr nn |||muauu
008 251121s2023 enka ob 001 0 eng
020 $a 9780429263965$q(ebook)
020 $a 0429263961$q(ebook)
020 $a 9780429563461$q(electronic bk. ;$qMobipocket)
020 $a 0429563469$q(electronic bk. ;$qMobipocket)
020 $a 9780429558993$q(electronic bk. ;$qEPUB)
020 $a 0429558996$q(electronic bk. ;$qEPUB)
020 $a 9780429554520$q(electronic bk. ;$qPDF)
020 $a 0429554524$q(electronic bk. ;$qPDF)
020 $z 9780367208929$q(hardback)
020 $z 9780367208936$q(paperback)
035 $a (OCoLC)1330712198
035 $a (OCoLC-P)1330712198
035 $a 9780429263965
040 $a OCoLC-P $b eng $c OCoLC-P
041 0 $a eng
050 0 0 $a HF5415.5
082 0 0 $a 658.8/12 $2 23/eng/20220616
100 1 $a Torres, Edwin N. $3 994723
245 1 0 $a Customer service marketing $h [electronic resource] : $b managing the customer experience / $c Edwin N. Torres and Tingting Zhang.
260 $a Milton Park, Abingdon, Oxon ; $a New York, NY : $b Routledge, $c 2023.
300 $a 1 online resource (x, 277 p.) : $b col. ill.
504 $a Includes bibliographical references and index.
520 $a "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 andcontemporary 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, finance. The book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization's servicescape, qualitymeasurement 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"-- $c Provided by publisher.
650 0 $a Customer services. $3 200368
650 0 $a Consumer satisfaction. $3 220965
650 0 $a Marketing. $3 182957
650 7 $a BUSINESS & ECONOMICS / General $2 bisacsh $3 642303
655 4 $a Electronic books. $2 local. $3 214472
700 1 $a Zhang, Tingting $c (College teacher). $3 994724
856 4 0 $u https://www.taylorfrancis.com/books/9780429263965