Designing Customer Service Processes

• Main Author: Wirtz, Jochen (Author)
• Format: Book
• Language: English
• Published: New Jersey World Scientific 2018
• Series: Winning in Service Markets Series Vol. 6
• Subjects: Production planning; Service industries > Management; Manufacturing planning
• Online Access: Click Here to View Status and Holdings.
• Physical Description: 60 pages illustrations 23 cm
• Bibliography: Includes bibliographical references
• ISBN: 9781944659240; 9781944659264

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.