Designing Customer Service Processes: 6 (Winning In Service Markets Series) - Softcover

Book 5 of 13: Winning in Service Markets

Wirtz, Jochen

 
9781944659240: Designing Customer Service Processes: 6 (Winning In Service Markets Series)
Softcover
ISBN 10: 1944659242 ISBN 13: 9781944659240
Publisher: WS PROFESSIONAL, 2017

Synopsis

From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how service processes can be designed and improved to deliver the promised value proposition. This book is the sixth volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world. The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.

"synopsis" may belong to another edition of this title.

From the Back Cover

From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how service processes can be designed and improved to deliver the promised value proposition. This book is the sixth volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

"About this title" may belong to another edition of this title.

Publisher
WS PROFESSIONAL
Publication date
2017
Language
English
ISBN 10 
1944659242
ISBN 13 
9781944659240
Binding
Paperback
Number of pages
62