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.
elektronické knihy
electronic books
ISBN: 9781787142787
9781787149168
Physical Description: 1 online resource (xvi, 186 pages).

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Table of contents

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020 |a 9781787142787  |q (e-book) 
020 . . |a 9781787149168  |q ePUB 
040 |a UtOrBLW  |b eng  |e rda  |c UtOrBLW 
080 |a 330 
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 resource (xvi, 186 pages). 
336 |a text  |b txt  |2 rdacontent 
337 |a computer  |b c  |2 rdamedia 
338 |a online resource  |b cr  |2 rdacarrier 
490 1 |a Advances in culture, tourism and hospitality research,  |x 1871-3173 ;  |v v. 14 
500 |a Includes index. 
504 |a Includes bibliographical references. 
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. 
588 0 |a Print version record 
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. 
655 7 |a elektronické knihy  |7 fd186907  |2 czenas 
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=https://doi.org/10.1108/S1871-3173201714  |y Full text 

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