managing the customer experience Torres, Edwin N. creator Author Zhang, Tingting Author text London and New York Routledge 2024 monographic eng

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x,277p. ; PB 24cm By Edwin N. Torres and Tingting zhang. 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 Service Technology Service Innovation 658.804 TORD 9781032702230 250315 20250315101124.0