01505nam a22002177a 4500 20250315101124.0 250315b ||||| |||| 00| 0 eng d 9781032702230 AIMIT LIBRARY 658.804 TORD Torres, Edwin N. Author 206523 Customer service marketing : managing the customer experience / By Edwin N. Torres and Tingting zhang. London and New York : Routledge , 2024. x,277p. ; PB 24cm 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 insig... Customer service 206524 Service Technology 206525 Service Innovation. 206526 Zhang, Tingting Author 206527 ddc BK 233954 233954 0 0 ddc 0 0 MBA AIMIT AIMIT MKG 2025-03-11 Biblios book point 1295.00 Bill no:7073;Bill dt:2025-02-28 0 658.804 TORD MBA14809 2025-07-21 00:00:00 1010.10 2025-03-15 BK