Trade tales : decoding customers' stories

To clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original fir...

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Bibliographic Details
Other Authors: Woodside, Arch G., (Editor)
Format: eBook
Language: English
Published: Bingley, U.K. : Emerald Publishing Limited, 2017.
Series: Advances in culture, tourism and hospitality research ; v. 14.
Subjects:
Hospitality industry > Customer services > Case studies.
Consumer satisfaction > Case studies.
Customer service > Management > Case studies.
cestovní ruch
pohostinství
doprovodné služby
řízení vztahů se zákazníky
tourism
catering trade
customer services
customer relationship management
monografie
případové studie
elektronické knihy
monographs
case studies
electronic books
ISBN: 9781787142787
Physical Description: 1 online zdroj (xvi, 186 stran).

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Table of contents

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245 0 0 |a Trade tales :  |b decoding customers' stories /  |c Arch G. Woodside. 
264 1 |a Bingley, U.K. :  |b Emerald Publishing Limited,  |c 2017. 
264 4 |c ©2018 
300 |a 1 online zdroj (xvi, 186 stran). 
336 |a text  |b txt  |2 rdacontent 
337 |a počítač  |b c  |2 rdamedia 
338 |a online zdroj  |b cr  |2 rdacarrier 
490 1 |a Advances in culture, tourism and hospitality research,  |x 1871-3173 ;  |v v. 14 
500 |a Obsahuje index. 
504 |a Obsahuje bibliografické odkazy. 
506 |a Plný text je dostupný pouze z IP adres počítačů Univerzity Tomáše Bati ve Zlíně nebo vzdáleným přístupem pro zaměstnance a studenty univerzity 
520 |a To clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original first-person stories of problems, opportunities and outcomes with a multiple-choice exercise following each story, as well as a critical review by an independent researcher. This volume describes customers' reports of their experience of interactions with sales/service associates. Chapters also offer a descriptive theory of storytelling narratives of these encounters. Gain an international view with stories by Asian, European, New Zealand/Pacific Rim, and North American customers. The volume highlights small details that have significant impact on customer satisfaction enhancing the reader's abilities to detect nuances in multiple international contexts, understand how customers evaluate sales/service reps' behavior well as providing opportunities to solve real problems. This is a valuable book in the field of customer relationship management that is also interactive.- Resumé vydavatel 
650 0 |a Hospitality industry  |x Customer services  |v Case studies. 
650 0 |a Consumer satisfaction  |v Case studies. 
650 0 |a Customer service  |x Management  |v Case studies. 
650 0 7 |a cestovní ruch  |7 ph119113  |2 czenas 
650 0 7 |a pohostinství  |7 ph115776  |2 czenas 
650 0 7 |a doprovodné služby  |7 ph527857  |2 czenas 
650 0 7 |a řízení vztahů se zákazníky  |7 ph118187  |2 czenas 
650 0 9 |a tourism  |2 eczenas 
650 0 9 |a catering trade  |2 eczenas 
650 0 9 |a customer services  |2 eczenas 
650 0 9 |a customer relationship management  |2 eczenas 
655 7 |a monografie  |7 fd132842  |2 czenas 
655 7 |a případové studie  |7 fd133208  |2 czenas 
655 7 |a elektronické knihy  |7 fd186907  |2 czenas 
655 9 |a monographs  |2 eczenas 
655 9 |a case studies  |2 eczenas 
655 9 |a electronic books  |2 eczenas 
700 1 |a Woodside, Arch G.,  |e editor. 
776 |z 9781787142794 
830 0 |a Advances in culture, tourism and hospitality research ;  |v v. 14. 
856 4 0 |u https://proxy.k.utb.cz/login?url=http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714  |y Plný text 
942 |2 udc 
992 |c EBOOK-TN  |c BME-N 

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