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Enhancing customer experience in the service industry : a global perspective

Contributor(s): Resource type: Ressourcentyp: Buch (Online)Book (Online)Language: English Publisher: Newcastle upon Tyne : Cambridge Scholars Publishing, 2016Copyright date: ©2015Description: 1 online resource (vi, 277 pages)ISBN:
  • 9781443886192
Subject(s): Additional physical formats: 9781443884969. | Erscheint auch als: 978-1-4438-8496-9 Druck-AusgabeDDC classification:
  • 658.8
  • 658.812 23
  • 658.81200000000001
LOC classification:
  • HD9980.5
  • HF5415.5 -- .E543 2015eb
Online resources: Summary: This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world-the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly outlines the key theoretical perspectives of customer experience, covering customer experience both from demand and supplier perspectives.Fully informed by the latest research, it explores different country contexts and how they impact upon the customer experience; investigates the social, cultural and economic dimensions of customer experience; provides case studies from a wide range of service industry sectors; and includes industry perspectives and examplesSummary: Intro -- Table of Contents -- Introduction -- SECTION ONE: SERVICE CO-CREATION -- Chapter One -- Chapter Two -- Chapter Three -- Chapter Four -- SECTION TWO: SERVICE MANAGEMENT -- Chapter Five -- Chapter Six -- Chapter Seven -- Chapter Eight -- SECTION THREE: SERVICE EVALUATION -- Chapter Nine -- Chapter Ten -- Chapter Eleven -- Chapter Twelve -- ConclusionsPPN: PPN: 860316920Package identifier: Produktsigel: ZDB-26-MYL | ZDB-30-PAD | ZDB-30-PBE | ZDB-30-PQE
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