Designing Customer Service Processes

By:

Jochen Wirtz

Format:

Paperback / softback

Series:

Winning In Service Markets Series

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Description

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 and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.

Release date NZ

October 21st, 2017

Author

Jochen Wirtz

Audiences

Professional & Vocational
Tertiary Education (US: College)

Pages

Series

Winning In Service Markets Series

ISBN-13

9781944659240

Product ID

27628857

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