Designing Customer Service Processes
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…
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Produktdetails
- ISBN: 978-1-944659-24-0
- EAN: 9781944659240
- Produktnummer: 25822942
- Verlag: Ws Professional
- Sprache: Englisch
- Erscheinungsjahr: 2017
- Seitenangabe: 64 S.
- Masse: H22.9 cm x B15.2 cm x D0.3 cm 108 g
- Abbildungen: Paperback
- Gewicht: 108
32 weitere Werke von Jochen Wirtz:
Winning In Service Markets: Success Through People, Technology And Strategy
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