Description
This 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.
This 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.
Filled with real-world case studies in various service sectors, this textbook will be particularly useful for students in hospitality guest services and services marketing.
Author: Edwin N. Torres, Tingting Zhang
Publisher: Routledge
Published: 12/05/2022
Pages: 278
Binding Type: Paperback
Weight: 1.03lbs
Size: 9.61h x 6.69w x 0.61d
ISBN13: 9780367208936
ISBN10: 0367208938
BISAC Categories:
- Business & Economics | Customer Relations
About the Author
Edwin N. Torres, 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.
Tingting Zhang, Ph.D., is Associate Professor at the Rosen College of Hospitality Management, University of Central Florida.
This title is not returnable