000			01960nam a22002297a 4500
003			0
005			20240919095959.0
008			240919b xxu||||| |||| 00| 0 eng d
020			_a9780367208936
050			_aHF 5415.5 _b.T67 2023
100			_aTorres, Edwin N., _eauthor.
245			_aCustomer service marketing : _bmanaging the customer experience / _cEdwin N. Torres and Tingting Zhang.
260			_aNew York, NY : _bRoutledge, _c2023.
300			_ax, 277 p. : _bcol. ill. ; _c25 cm.
504			_aIncludes bibliographical references and index.
520			_a"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, finance. The 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 insights into consumers including their expectations, attitudes, emotions, word-of-mouth behaviors, and strategies to ensure their loyalty. It also looks at developments in service theory and practice which remain relatively unexplored by existing textbooks. Filled with real-world case studies in various service sectors, this textbook will be particularly useful for students in hospitality guest services and services marketing"-- Provided by publisher.
650			_aCustomer services.
650			_aConsumer satisfaction.
650			_aMarketing.
700			_aZhang, Tingting, _eauthor.
942			_2lcc _cBK
999			_c366259 _d366259