Designing Customer Service Processes
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...
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| Main Author: | |
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| Format: | Book |
| Language: | English |
| Published: |
New Jersey
World Scientific
2018
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| Series: | Winning in Service Markets Series
Vol. 6 |
| Subjects: | |
| Online Access: | Click Here to View Status and Holdings. |
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Add Tag | Summary: | 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. |
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| Physical Description: | 60 pages illustrations 23 cm |
| Bibliography: | Includes bibliographical references |
| ISBN: | 9781944659240 9781944659264 |
Positioning Services in Competitive Market