01408nam a22001937a 450000500170000000800410001702000180005804000180007608200180009410000290011224501090014126000460025030000240029650007980032065000210111865000230113965000240116270000280118620250315101124.0250315b           ||||| |||| 00| 0 eng d  a9781032702230  cAIMIT LIBRARY  a658.804bTORD  aTorres, Edwin N.eAuthor  aCustomer service marketing :bmanaging the customer experience /cBy Edwin N. Torres and Tingting zhang.  aLondon and New York :bRoutledge ,c2024.  ax,277p. ;bPBc24cm  aThis 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 insig...  aCustomer service  aService Technology  aService Innovation.  aZhang, TingtingeAuthor