Service excellence : creating customer experiences that build relationships / Ruth N. Bolton.

By: Material type: TextTextSeries: Marketing strategy collectionPublication details: New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2016.Edition: First editionDescription: 1 online resource (vi, 204 pages)Content type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 9781631573729
Subject(s): Additional physical formats: Print version:: No titleDDC classification:
  • 658.812 23
Online resources: Available additional physical forms:
  • Also available in print.
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.
Abstract: 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.
Tags from this library: No tags from this library for this title. Log in to add tags.
Star ratings
    Average rating: 0.0 (0 votes)
Holdings
Item type Current library Collection Call number Status Date due Barcode
General Collection item General Collection item Nairobi Campus Open Shelves General Collection HF5415.5.B66 2016 (Browse shelf(Opens below)) Available BK0106711
General Collection item General Collection item Nairobi Campus Open Shelves General Collection HF5415.5.B66 2016 (Browse shelf(Opens below)) Available BK0106712
General Collection item General Collection item Nairobi Campus Open Shelves General Collection HF5415.5.B66 2016 (Browse shelf(Opens below)) Available BK0106713
General Collection item General Collection item Law School Open Shelves General Collection HF5415.5.B66 2016 (Browse shelf(Opens below)) In transit from Law School to Nairobi Campus since 06/05/2023 BK0106714
General Collection item General Collection item Nairobi Campus Open Shelves General Collection HF5415.5.B66 2016 (Browse shelf(Opens below)) Available BK0106715

Co-published with Center for Services Leadership (CSL) at Arizona State University.

Includes bibliographical references (pages 181-195) and index.

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.

Access restricted to authorized users and institutions.

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.

Also available in print.

Mode of access: World Wide Web.

System requirements: Adobe Acrobat reader.

Title from PDF title page (viewed on May 12, 2016).

There are no comments on this title.

to post a comment.