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A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the ‘whys’ and ‘hows’of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.The third edition of this book – like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector – a sector that was impacted more than any other due to the crisis.In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted – and even thrived - during the COVID-19 pandemic. Format Inbunden Omfång 324 sidor Språk Engelska Förlag Goodfellow Publishers Limited Utgivningsdatum 2022-03-20 ISBN 9781915097132
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Förlag
Goodfellow Publishers, Limited
Utgivningsår
2022
Format
Inbunden
Språk
Engelska
ISBN
9781915097132
Lägsta pris
Just nu listar 1 butik den här boken. Vi uppdaterar priserna flera gånger per dag — bevaka priset så meddelar vi dig när fler butiker eller ett lägre pris dyker upp.
Vi har hittat boken hos 1 butik med verifierat pris — en partnerbutik som vi får provision från när du klickar på ”Visa hos butik”. Vissa butiker visas som extern länk utan pris — priset ser du först hos butiken. Priset för dig är detsamma. Frakt kan tillkomma och varierar mellan butiker och leveranssätt — kontrollera alltid aktuellt pris och leveransvillkor hos butiken innan du slutför köpet.
Skriver du om boken på en blogg eller sajt? .
Priset har nyligen gått ner jämfört med butikens eget tidigare pris.
Det lägsta priset vi sett för boken sedan Booki började mäta.
Billigaste butiken ligger under de övriga butikernas medianpris just nu — en jämförelse mellan butiker, inte ett prisfall över tid.
Butiken med lägst pris i prislistan på boksidan just nu.
A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the ‘whys’ and ‘hows’of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.The third edition of this book – like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector – a sector that was impacted more than any other due to the crisis.In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted – and even thrived - during the COVID-19 pandemic. Format Inbunden Omfång 324 sidor Språk Engelska Förlag Goodfellow Publishers Limited Utgivningsdatum 2022-03-20 ISBN 9781915097132
Avvakta – priset är högt
Som normalt
Rör sig ofta
Förlag
Goodfellow Publishers, Limited
Utgivningsår
2022
Format
Inbunden
Språk
Engelska
ISBN
9781915097132
Inbunden · Engelska
Just nu listar 1 butik den här boken. Bevaka priset så meddelar vi dig när fler butiker eller ett lägre pris dyker upp.
ISBN 9781915097132 jämförs hos alla butiker
A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the ‘whys’ and ‘hows’of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.The third edition of this book – like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector – a sector that was impacted more than any other due to the crisis.In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted – and even thrived - during the COVID-19 pandemic. Format Inbunden Omfång 324 sidor Språk Engelska Förlag Goodfellow Publishers Limited Utgivningsdatum 2022-03-20 ISBN 9781915097132
Avvakta – priset är högt
Som normalt
Rör sig ofta
Förlag
Goodfellow Publishers, Limited
Format
Inbunden
Språk
Engelska
ISBN
9781915097132
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