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.
- ISBN13 9781944659240
- Publish Date 21 October 2017 (first published 30 August 2017)
- Publish Status Active
- Publish Country US
- Imprint World Scientific Publishing Co Inc (USA)
- Format Paperback
- Pages 64
- Language English
- URL https://worldscientific.com/worldscibooks/10.1142/y0008