Enhancing Customer Experience in the Service Industry
A Global Perspective
1st Edition
Published on 25. November 2015
281 pages
978-1-4438-8619-2 (ISBN)
Description
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 economic dimensions of customer experience, provides case studies from a wide range of service industry sectors, and includes industry perspectives and examples.
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Additional editions
Levent Altinay | Levent Altinay | Surya Poudel
Enhancing Customer Experience in the Service Industry
A Global Perspective
Book
12/2015
Cambridge Scholars Publishing
€79.51
Shipment within 15-20 days
Content
- 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
