This e-book aims to raise debate about the theory and application of customer experience within the context of direct marketing. Despite the apparent appeal of the concept, the unique nature of a customer experience, which is specific to a customer, at a specific time and location, in the context of a specific event, provides challenges for managers to implement the concept for planning and control purposes.

"Joseph J. Corn maps two centuries of consumer frustration and struggle with personal technologies. ... Having extensively researched owner's manuals, computer user-group newsletters, and how-to literature, Corn brings a fresh, consumer-oriented approach to the history of technology."--Jacket.

What's the Secrets? gives you an inside look at the world-class customer service strategies at today?s some of today?s best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world?s best customer service providers.

The Business on a Shoestring series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, real-life examples, step-by-step advice and sources of further information. Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, but reaching customers in the first place is a big challenge for small companies. This revised edition offers invalua

The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.

This book presents latest research on the evolution of consumer services, as these services continue to become a larger part of the economy in the world. Four core focal points lead the central message of the book: first, the?convergence of back and front offices; second, placing the client as a fundamental input of services production and delivery process, and ''industrializing''?the?customers''?role?to?combine?efficiency?and experience; third, the constitution and role of inputs necessary for the configuration, production and delivery of the service,?with the crucial role?of ''operationalizi

Tourism and hospitality services are prone to service-failure due to a high level of customer-employee contact. This is an invaluable source of information that includes student aids, real-life examples, case studies, links to websites and activities alongside questions and presentation slides for in-class use.

The articles comprising thisebook of Managing Service Quality represent a selection of revised papers originally submitted to the Services Marketing Track and presented at the Australian and New Zealand Marketing Academy (ANZMAC) annual conference held in Christchurch, New Zealand in December 2010. This internationally recognised conference was hosted by the College of Business and Economics at The University of Canterbury and was attended by over 400 delegates from 28 countries. The theme of the conference was "Doing More with Less". This theme proved to be both relevant and timely at a number of levels