TY  - BOOK
AU  - Torres, Edwin N.
AU  - Zhang, Tingting
TI  - Customer service marketing: managing the customer experience 
SN  - 9781032702230
U1  - 658.804 
PY  - 2024///
CY  - London and New York
PB  - Routledge
KW  - Customer service
KW  - Service Technology
KW  - Service Innovation
N1  - 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
ER  -