Designing Customer Service Processes

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...

Full description

Saved in:
Bibliographic Details
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.
Tags: Add Tag
No Tags, Be the first to tag this record!

MARC

LEADER 00000nam#a2200000#i#4501
001 wils-930312
005 201884145927
008 190814t2018 NJU a## ##000 ENG#D
020 # # |a 9781944659240  |q paperback 
020 # # |a 9781944659264  |q paperback 
040 # # |a UiTM  |b eng  |d UiTM  |e rda 
041 0 # |a eng 
090 0 0 |a HD30.28  |b .W57 2017 
100 1 # |a Wirtz, Jochen  |e author 
245 1 0 |a Designing Customer Service Processes  |c Jochen Wirtz 
264 # 1 |a New Jersey  |b World Scientific  |c 2018 
264 # 4 |c ©2018 
300 # # |a 60 pages  |b illustrations  |c 23 cm 
336 # # |a text  |2 rdacontent 
337 # # |a unmediated  |2 rdamedia 
338 # # |a volume  |2 rdacarrier 
490 1 # |a Winning in Service Markets Series  |v Vol. 6 
504 # # |a Includes bibliographical references 
520 # # |a 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. 
650 # 0 |a Production planning 
650 # 0 |a Service industries  |x Management 
650 # 0 |a Manufacturing planning 
830 # 0 |a Winning in Service Markets Series  |v Vol. 6 
856 4 0 |z Click Here to View Status and Holdings.  |u https://opac.uitm.edu.my/opac/detailsPage/detailsHome.jsp?tid=930312 
998 # # |a 00250##a002.5.2||00250##b002.5.3||00255##a007.25.3||00260##a002.8.2||00260##b002.8.4||00260##c002.7.6||00264#1a002.8.2||00264#1b002.8.4||00300##a003.4.1||00300##b003.6.1||00300##c003.5.1||00500##a002.17.2||00502##a007.9.2||00520##a007.2||00520##b007.2||00538##a003.16.9||00546##a006.11||00730##a006.2.2||00730##d006.4||00730##f006.10||00730##n006.2.2||00730##p006.2.2|| 

Similar Items