{"product_id":"customer-service-marketing-managing-the-customer-experience-9780367208936","title":"Customer Service Marketing: Managing the Customer Experience","description":"\u003cp\u003eThis timely book is a comprehensive overview of customer service principles, theories, and practices. It looks at the best practices of service enterprises and the delivery of superior customer service. It also includes classic and contemporary theories relating to the consumers, managers, and their behaviors in organizational setting. The book uses real-life applications through examples from business enterprises in various service sectors, including hotels, restaurants, theme parks, event management, airlines, cruises, (e-)retailers, and finance.\u003c\/p\u003e\u003cp\u003eThis book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization's servicescape, quality measurement tools, and use of technologies. The book also gives insights into consumers including their expectations, attitudes, emotions, word-of-mouth behaviors, and strategies to ensure their loyalty. It also looks at developments in service theory and practice which remain relatively unexplored by existing textbooks.\u003c\/p\u003e\u003cp\u003eFilled with real-world case studies in various service sectors, this textbook will be particularly useful for students in hospitality guest services and services marketing.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e \u003ca href=\"https:\/\/sureshotbooks-com.myshopify.com\/search?type=product%2Carticle%2Cpage\u0026amp;q=AUTH-15450132\"\u003eEdwin N. Torres\u003c\/a\u003e, \u003ca href=\"https:\/\/sureshotbooks-com.myshopify.com\/search?type=product%2Carticle%2Cpage\u0026amp;q=AUTH-15450133\"\u003eTingting Zhang\u003c\/a\u003e\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Routledge\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 12\/05\/2022\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 278\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.03lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.61h x 6.69w x 0.61d\u003cbr\u003e\u003cb\u003eISBN13:\u003c\/b\u003e 9780367208936\u003cbr\u003e\u003cb\u003eISBN10:\u003c\/b\u003e 0367208938\u003cbr\u003e\u003cb\u003eBISAC Categories:\u003c\/b\u003e\u003cbr\u003e- \u003ca href=\"https:\/\/sureshotbooks-com.myshopify.com\/search?type=product%2Carticle%2Cpage\u0026amp;q=CAT-BUS\"\u003eBusiness \u0026amp; Economics\u003c\/a\u003e | \u003ca href=\"https:\/\/sureshotbooks-com.myshopify.com\/search?type=product%2Carticle%2Cpage\u0026amp;q=BISAC-BUS018000\"\u003eCustomer Relations\u003c\/a\u003e\u003cbr\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eEdwin N. Torres\u003c\/strong\u003e, Ph.D., is the Chair and Associate Professor at the Department of International Hospitality and Service Innovation, Saunders College of Business at the Rochester Institute of Technology.\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eTingting Zhang\u003c\/strong\u003e, Ph.D., is Associate Professor at the Rosen College of Hospitality Management, University of Central Florida.\u003c\/p\u003e\u003cp\u003e\u003ci\u003eThis title is not returnable\u003c\/i\u003e\u003cbr\u003e\u003c\/p\u003e","brand":"Routledge","offers":[{"title":"Default Title","offer_id":44432603316461,"sku":"9780367208936","price":86.98,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0550\/8097\/6621\/products\/img_8db37056-05e0-482f-993d-0880f08e7c33.jpg?v=1700045569","url":"https:\/\/sureshotbooks.com\/es\/products\/customer-service-marketing-managing-the-customer-experience-9780367208936","provider":"SureShot Books Publishing LLC","version":"1.0","type":"link"}