Customer Services 3rd Edition
Customer service is not a new topic in marketing. Although most marketing texts cover customer service in some form or another, the topic is generally not given the attention it deserves.
| ISBN: | 9781485129141 |
| Publisher: | Juta Publishers |
| Variant: | Printed |
| Author(s): | Cant, M |
| Edition: | 3rd Edition |
Content
Chapter 1 Understanding customer service
Chapter 2 Communication in customer service
Chapter 3 The role of physical evidence in service
Chapter 4 Managing service failures and service recovery
Chapter 5 Service system design
Chapter 6 Technology use in service provision
Chapter 7 Developing customer service staff
Chapter 8 Service quality and customer value
Chapter 9 Customer expectations, perceptions and satisfaction
Chapter 10 Customer experience management.
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