Service excellence : creating customer experiences that build relationships /

Service has a unique ability to create experiences that build profitable relationships with customers. Based on a service-centered perspective, this book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how custome...

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Bibliographic Details
Main Author: Bolton, Ruth N. (Ruth Nancy) (Author)
Format: Electronic eBook
Language:English
Published: New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2016.
Edition:First edition.
Series:Marketing strategy collection.
Subjects:
Online Access:An electronic book accessible through the World Wide Web; click to view
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100 1 |a Bolton, Ruth N.  |q (Ruth Nancy),  |e author.  |9 3775 
245 1 0 |a Service excellence :  |b creating customer experiences that build relationships /  |c Ruth N. Bolton. 
250 |a First edition. 
260 |a New York, New York (222 East 46th Street, New York, NY 10017) :  |b Business Expert Press,  |c 2016. 
300 |a 1 online resource (vi, 204 pages) 
336 |a text  |2 rdacontent 
337 |a computer  |2 rdamedia 
338 |a online resource  |2 rdacarrier 
490 1 |a Marketing strategy collection,  |x 2150-9662 
500 |a Co-published with Center for Services Leadership (CSL) at Arizona State University. 
504 |a Includes bibliographical references (pages 181-195) and index. 
505 0 |a 1. A service-centered view of the customer experience -- 2. New challenges: technology and new media -- 3. Customer participation and its implications for managing demand and supply -- 4. The building blocks of the customer experience -- 5. Managing customer relationships to achieve growth and profitability -- 6. Customer-focused innovation -- 7. Service design and multichannel management -- 8. Managing partners, people, and physical evidence -- 9. Globalization: learning to tailor the customer experience to new markets -- References -- Index. 
506 1 |a Access restricted to authorized users and institutions. 
520 3 |a Service has a unique ability to create experiences that build profitable relationships with customers. Based on a service-centered perspective, this book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers coproduce and cocreate their experiences, and how these activities influence business revenues and costs. Customer Experience refers to the sensory, cognitive, emotional, social, and behavioral dimensions of all activities that connect the customer and the organization over time across touchpoints and channels. It encompasses all activities involving the customer where the organization is the focal object, including prepurchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how customer-focused service strategies generate cash flows, including the role of pricing. 
530 |a Also available in print. 
538 |a Mode of access: World Wide Web. 
538 |a System requirements: Adobe Acrobat reader. 
588 |a Title from PDF title page (viewed on May 12, 2016). 
650 0 |a Customer services.  |9 3776 
653 |a big data 
653 |a business analytics 
653 |a cocreation 
653 |a customer equity 
653 |a customer experience 
653 |a customer journey 
653 |a customer lifetime value 
653 |a customer retention 
653 |a design 
653 |a digital media 
653 |a innovation 
653 |a loyalty 
653 |a relationship 
653 |a satisfaction 
653 |a service 
776 0 8 |i Print version:  |z 9781631573712 
830 0 |a Marketing strategy collection.  |x 2150-9662  |9 3777 
856 4 0 |u http://site.ebrary.com/lib/daystar/Doc?id=11206121  |z An electronic book accessible through the World Wide Web; click to view 
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