Mondadori Store

Trova Mondadori Store

Benvenuto
Accedi o registrati

lista preferiti

Per utilizzare la funzione prodotti desiderati devi accedere o registrarti

Vai al carrello
 prodotti nel carrello

Totale  articoli

0,00 € IVA Inclusa

The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds customer loyalty or it watches its customers take their business elsewhere. Designing Complaint Handling and Service Recovery Strategies is the 11th 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.

Readership: Business and Marketing students at MBA and eMBA level; marketing professionals and practitioners.
Key Features:

  • There are many books on service management in the market, but most are narrowly focused and/or based on anecdotal evidence. This new book is the first to rigorously cover key aspects of services marketing and management, and that is routed in sound academic research. This book bridges the gap between cutting-edge academic research and practitioners
  • The book makes extant academic knowledge easily accessible. For example, each chapter features an organizational framework that provides an overview of core concepts at a glance, and it ends with a succinct chapter summary in bullet points
  • The book features global best practices and latest trends; it takes on a global perspective with about 40% of all examples originating from the Americas, 30% from Europe and 30% from Asia

Dettagli

Generi Economia Diritto e Lavoro » Marketing, PubblicitĂ  e Vendite » Marketing e vendite » Management » Tecniche di management

Editore World Scientific Publishing Company

Formato Ebook con Adobe DRM

Pubblicato 21/09/2017

Lingua Inglese

EAN-13 9781944659417

0 recensioni dei lettori  media voto 0  su  5

Scrivi una recensione per "Designing Complaint Handling and Service Recovery Strategies"

Designing Complaint Handling and Service Recovery Strategies
 

Accedi o Registrati  per aggiungere una recensione

usa questo box per dare una valutazione all'articolo: leggi le linee guida
torna su Torna in cima