Service management and marketing principles : competing in the service economy

This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences. This book introduces readers to a range of interrelated topics and the appli...

Full description

Saved in:
Bibliographic Details
Main Authors: Kandampully, Jay, (Author), Solnet, David J., (Author)
Format: eBook
Language: English
Published: London : Routledge, 2024.
Subjects:
Customer services.
Marketing.
elektronické knihy
electronic books
ISBN: 9781003470373
1003470378
9781040025789
1040025781
9781032749655
9781032603704
9781040025772
1040025773
Physical Description: 1 online resource (xii, 234 pages).

Cover

Table of contents

LEADER 03468cam a2200433 i 4500
001 tf-9781003470373
003 FlBoTFG
005 20240416102010.8
006 m o d
007 cr cnu|||unuuu
008 240409s2024 enk eob 001 0 eng d
040 |a OCoLC-P  |b eng  |e rda  |e pn  |c OCoLC-P 
020 |a 9781003470373  |q (electronic bk.) 
020 |a 1003470378  |q (electronic bk.) 
020 |a 9781040025789  |q (electronic bk. : EPUB) 
020 |a 1040025781  |q (electronic bk. : EPUB) 
020 |z 9781032749655 
020 |z 9781032603704 
020 |a 9781040025772  |q (electronic bk. : PDF) 
020 |a 1040025773  |q (electronic bk. : PDF) 
024 7 |a 10.4324/9781003470373  |2 doi 
035 |a (OCoLC)1429161833 
035 |a (OCoLC-P)1429161833 
100 1 |a Kandampully, Jay,  |e author. 
245 1 0 |a Service management and marketing principles :  |b competing in the service economy /  |c Jay Kandampully and David J. Solnet. 
264 1 |a London :  |b Routledge,  |c 2024. 
300 |a 1 online resource (xii, 234 pages). 
336 |a text  |b txt  |2 rdacontent 
337 |a computer  |b c  |2 rdamedia 
338 |a online resource  |b cr  |2 rdacarrier 
520 |a This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences. This book introduces readers to a range of interrelated topics and the application of service management and marketing theories which are fundamentally critical to the success of all enterprises seeking competitive advantage through enhanced customer experience. This book analyses management and marketing challenges in the service and experience economy and provides insights into how marketers and managers can strike a balance between supply, demand, price, and quality and leverage technology for operational efficiency and to better manage customer service and expectations. Through the coverage of critical foundational topics, from how value is created; the evolution of global economies from goods, services to experiences; foundations of customer-centric management; managing service workers; integrating human touch with high-tech service; and many others, the authors provide a holistic understanding of management in a complex, globally interconnected world. This book will be useful for students, researchers, and instructors of business management, marketing, commerce, and economics. It will also be of interest to professionals working in healthcare, retail, financial services, government hospitality, leisure, tourism, and other services. 
505 0 |a Acknowledgements. Introduction 1. The Service Economy 2. Management and Marketing Challenges in the Service Economy 3. Management Implications for Service Supply and Demand 4. Understanding Service Quality 5. Customer Centricity in Practice 6. Translating Service Vision to Action 7. Managing Customer Experience and Service Failures 8. Crafting a Culture for Service Excellence 9. Leveraging Technology 10. Fostering Service Innovation. Index. 
588 |a OCLC-licensed vendor bibliographic record. 
650 0 |a Customer services. 
650 0 |a Marketing. 
655 7 |a elektronické knihy  |7 fd186907  |2 czenas 
655 9 |a electronic books  |2 eczenas 
700 1 |a Solnet, David J.,  |e author. 
856 4 0 |u https://proxy.k.utb.cz/login?url=https://www.taylorfrancis.com/books/9781003470373  |y Full text 

Similar Items