Service excellence : creating customer experiences that build relationships /
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| Главный автор: | |
|---|---|
| Формат: | Электронный ресурс eКнига |
| Язык: | английский |
| Опубликовано: |
New York, New York (222 East 46th Street, New York, NY 10017) :
Business Expert Press,
2016.
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| Редактирование: | First edition. |
| Серии: | Marketing strategy collection.
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| Предметы: | |
| Online-ссылка: | An electronic book accessible through the World Wide Web; click to view |
| Метки: |
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Оглавление:
- 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.