01706nam a22002297a 450000500170000000800410001702000180005804000180007608200180009410000370011224501090014926000460025830000240030450007980032865000290112665000310115565000320118670000360121894200120125499900190126695201910128520250315101124.0250315b           ||||| |||| 00| 0 eng d  a9781032702230  cAIMIT LIBRARY  a658.804bTORD  aTorres, Edwin N.eAuthor9206523  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 service9206524  aService Technology9206525  aService Innovation.9206526  aZhang, TingtingeAuthor9206527  2ddccBK  c233954d233954  00102ddc40708MBAaAIMITbAIMITcMKGd2025-03-11eBiblios book pointg1295.00iBill no:7073;Bill dt:2025-02-28l0o658.804 TORDpMBA14809r2025-07-21 00:00:00v1010.10w2025-03-15yBK