Service excellence : : creating customer experiences that build relationships / / Ruth N. Bolton.
Service has a unique ability to create experiences that build profitable relationships with customers. Based on a service-centered perspective, this book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how custome...
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| Superior document: | Marketing strategy collection, |
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| VerfasserIn: | |
| Place / Publishing House: | New York, New York (222 East 46th Street, New York, NY 10017) : : Business Expert Press,, 2016. |
| Year of Publication: | 2016 |
| Edition: | First edition. |
| Language: | English |
| Series: | Marketing strategy collection.
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| Online Access: | |
| Physical Description: | 1 online resource (vi, 204 pages) |
| Notes: | Co-published with Center for Services Leadership (CSL) at Arizona State University. |
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Table of Contents:
- 1. A service-centered view of the customer experience
- 2. New challenges: technology and new media
- 3. Customer participation and its implications for managing demand and supply
- 4. The building blocks of the customer experience
- 5. Managing customer relationships to achieve growth and profitability
- 6. Customer-focused innovation
- 7. Service design and multichannel management
- 8. Managing partners, people, and physical evidence
- 9. Globalization: learning to tailor the customer experience to new markets
- References
- Index.