Customer Service Marketing : Managing the Customer Experience.

ISBN:

9780429554520

Title:

Author:

Torres, Edwin N.

Personal Author:

Torres, Edwin N.

Physical Description:

1 online resource (289 pages)

Contents:

Cover -- Half Title -- Title Page -- Copyright Page -- Table of Contents -- Preface -- 1 What is service? The origin and evolution of customer experiences -- 2 Servicescape: Visualizing service quality and value -- 3 Service quality: Tools and strategies -- 4 Customer attitudes and emotions: From delight to outrage -- 5 Waiting for service: Strategies to reduce waits and the perception of waiting -- 6 Co-creation and customization: Engaging the customer in value creation -- 7 Electronic word of mouth: Understanding the customer's voice -- 8 The sharing economy/peer-to-peer services: Revolutionizing the service market -- 9 Subscription services and new business models -- 10 Service technologies: Delivering a seamless experience -- 11 Cross-cultural guest interactions: Appealing to a broad customer base -- 12 Recovery strategies for service managers -- 13 Recruiting, training, and engaging talent for service organizations -- 14 Customer loyalty, analytics, and relationship management -- 15 Service innovation: The key to business growth and sustainability -- Index.

Local Note:

Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2023. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.

Subject Term:

Customer services.

Consumer satisfaction.

Marketing.

Added Author:

Zhang, TingTing.

Format:

Electronic Resources

Electronic Access:

Click here to view book

Publication Date:

2022

Publication Information:

Milton :

Taylor & Francis Group,

2022.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

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Summary

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.

Author Notes

Edwin N. Torres, Ph.D., is the Chair and Associate Professor at the Department of International Hospitality and Service Innovation, Saunders College of Business at the Rochester Institute of Technology.

Tingting Zhang, Ph.D., is Associate Professor at the Rosen College of Hospitality Management, University of Central Florida.