The Resource Service excellence : creating customer experiences that build relationships, Ruth N. Bolton., (ebook)

Service excellence : creating customer experiences that build relationships, Ruth N. Bolton., (ebook)

Label
Service excellence : creating customer experiences that build relationships
Title
Service excellence
Title remainder
creating customer experiences that build relationships
Statement of responsibility
Ruth N. Bolton.
Creator
Contributor
Author
Subject
Genre
Language
eng
Summary
Service has a unique ability to create experiences that build profitable relationships with customers. Based on a service-centered perspective, this book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers coproduce and cocreate their experiences, and how these activities influence business revenues and costs. Customer Experience refers to the sensory, cognitive, emotional, social, and behavioral dimensions of all activities that connect the customer and the organization over time across touchpoints and channels. It encompasses all activities involving the customer where the organization is the focal object, including prepurchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how customer-focused service strategies generate cash flows, including the role of pricing
Member of
Cataloging source
MiAaPQ
http://library.link/vocab/creatorName
Bolton, Ruth N.
Dewey number
658.812
Index
index present
LC call number
HF5415.5
LC item number
.B657 2016
Literary form
non fiction
Nature of contents
  • dictionaries
  • abstracts summaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
NC Live eBook Central
Series statement
Marketing strategy collection,
http://library.link/vocab/subjectName
Customer services
Target audience
specialized
Label
Service excellence : creating customer experiences that build relationships, Ruth N. Bolton., (ebook)
Link
https://ebookcentral.proquest.com/lib/cmlibrary-ebooks/detail.action?docID=4508881
Instantiates
Publication
Note
Co-published with Center for Services Leadership (CSL) at Arizona State University
Bibliography note
Includes bibliographical references (pages 181-195) and index
Carrier category
online resource
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type MARC source
rdacontent
Contents
1. A service-centered view of the customer experience -- 2. New challenges: technology and new media -- 3. Customer participation and its implications for managing demand and supply -- 4. The building blocks of the customer experience -- 5. Managing customer relationships to achieve growth and profitability -- 6. Customer-focused innovation -- 7. Service design and multichannel management -- 8. Managing partners, people, and physical evidence -- 9. Globalization: learning to tailor the customer experience to new markets -- References -- Index
Dimensions
unknown
Edition
First edition.
Extent
1 online resource (vi, 204 pages)
Form of item
online
Governing access note
Access restricted to authorized users and institutions
Isbn
9781631573729
Media category
computer
Media MARC source
rdamedia
Note
Electronic reproduction. Ann Arbor, MI : ProQuest, 2016. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
Sound
unknown sound
Specific material designation
remote
System control number
  • EBC4508881
  • (MiAaPQ)EBC4508881
  • (Au-PeEL)EBL4508881
  • (CaPaEBR)ebr11206121
  • (CaONFJC)MIL915542
  • (OCoLC)950463447
Label
Service excellence : creating customer experiences that build relationships, Ruth N. Bolton., (ebook)
Link
https://ebookcentral.proquest.com/lib/cmlibrary-ebooks/detail.action?docID=4508881
Publication
Note
Co-published with Center for Services Leadership (CSL) at Arizona State University
Bibliography note
Includes bibliographical references (pages 181-195) and index
Carrier category
online resource
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type MARC source
rdacontent
Contents
1. A service-centered view of the customer experience -- 2. New challenges: technology and new media -- 3. Customer participation and its implications for managing demand and supply -- 4. The building blocks of the customer experience -- 5. Managing customer relationships to achieve growth and profitability -- 6. Customer-focused innovation -- 7. Service design and multichannel management -- 8. Managing partners, people, and physical evidence -- 9. Globalization: learning to tailor the customer experience to new markets -- References -- Index
Dimensions
unknown
Edition
First edition.
Extent
1 online resource (vi, 204 pages)
Form of item
online
Governing access note
Access restricted to authorized users and institutions
Isbn
9781631573729
Media category
computer
Media MARC source
rdamedia
Note
Electronic reproduction. Ann Arbor, MI : ProQuest, 2016. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
Sound
unknown sound
Specific material designation
remote
System control number
  • EBC4508881
  • (MiAaPQ)EBC4508881
  • (Au-PeEL)EBL4508881
  • (CaPaEBR)ebr11206121
  • (CaONFJC)MIL915542
  • (OCoLC)950463447

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