Designing Customer Service Processes

Designing Customer Service Processes

by Jochen Wirtz

NOOK Book(eBook)

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Overview

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.The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.

Product Details

ISBN-13: 9781944659264
Publisher: World Scientific Publishing Company, Incorporated
Publication date: 08/30/2017
Series: Winning in Service Markets Series , #6
Sold by: Barnes & Noble
Format: NOOK Book
Pages: 60
File size: 3 MB

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