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Designing Customer Service Processes
Artikel-Nr:
9781944659240
Veröffentl:
2017
Einband:
Paperback
Erscheinungsdatum:
21.08.2017
Seiten:
64
Autor:
Jochen Wirtz
Gewicht:
108 g
Format:
229x152x4 mm
Sprache:
Englisch
Beschreibung:
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.