Customer Service Marketing: Managing the Customer Experience

This book provides a comprehensive overview of customer service principles, theories, and practices, with real-life applications from business enterprises in various service sectors. It covers important concepts in service design and delivery, consumers, and developments in service theory and practice. It is particularly useful for students in hospitality guest services and services marketing.

Format: Hardback
Length: 278 pages
Publication date: 05 December 2022
Publisher: Taylor & Francis Ltd

This comprehensive and timely book delves into the principles, theories, and practices of customer service, offering a thorough examination of the best practices employed by service enterprises and the delivery of exceptional customer service. It encompasses a range of classic and contemporary theories related to consumers, managers, and their behaviors within organizational settings. Through real-life applications drawn from business enterprises across diverse service sectors, including hotels, restaurants, theme parks, event management, airlines, cruises, e-retailers, and finance, the book showcases practical insights and strategies.

The book covers essential concepts in service design and delivery, such as customer experiences, peer-to-peer services, the organization's servicescape, quality measurement tools, and the integration of technologies. It also provides valuable insights into consumers, encompassing their expectations, attitudes, emotions, word-of-mouth behaviors, and strategies employed to foster loyalty. Moreover, the book explores relatively unexplored developments in service theory and practice, making it an invaluable resource for students pursuing studies in hospitality guest services and services marketing.

With its rich content, real-world case studies, and practical applications, this textbook is particularly useful for students seeking to gain a deep understanding of customer service and its role in driving business success.

Weight: 689g
Dimension: 246 x 174 (mm)
ISBN-13: 9780367208929