4 options
Enhancing customer experience in the service industry : a global perspective / edited by Levent Altinay and Surya Poudel.
- Format:
- Book
- Language:
- English
- Subjects (All):
- Customer services--Management.
- Customer services.
- Service industries--Customer services.
- Service industries.
- Service industries--Case studies.
- Physical Description:
- 1 online resource (283 p.)
- Edition:
- 1st ed.
- Place of Publication:
- Newcastle upon Tyne, England : Cambridge Scholars Publishing, 2015.
- Summary:
- This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world-the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly outlines the key theoretical perspectives of customer experience, covering customer experience both from demand and supplier perspectives.Fully informed by the latest research, it explores different country contexts and how they impact upon the customer experience; investigates the social, cultural and
- Contents:
- Intro
- Table of Contents
- Introduction
- SECTION ONE: SERVICE CO-CREATION
- Chapter One
- Chapter Two
- Chapter Three
- Chapter Four
- SECTION TWO: SERVICE MANAGEMENT
- Chapter Five
- Chapter Six
- Chapter Seven
- Chapter Eight
- SECTION THREE: SERVICE EVALUATION
- Chapter Nine
- Chapter Ten
- Chapter Eleven
- Chapter Twelve
- Conclusions.
- Notes:
- Description based upon print version of record.
- Includes bibliographical references at the end of each chapters.
- Description based on online resource; title from PDF title page (ebrary, viewed June 17, 2016).
- ISBN:
- 1-4438-8619-X
- OCLC:
- 935298953
The Penn Libraries is committed to describing library materials using current, accurate, and responsible language. If you discover outdated or inaccurate language, please fill out this feedback form to report it and suggest alternative language.