Delivering online services is not as easy as it is often portrayed to be. While there is much potential for delivering good e-service, there are also many opportunities for organizations to fail. Managers and consultants need to master the key components and best practices required to excel in this highly competitive market. E-Services Handbook provides a playbook that operations, business and technology architects, managers, and consultants can use for organizing, developing, and leading a successful service organization into delivery of e-service. The book focuses on e-service practices and tools that will deliver superior customer satisfaction and result in outstanding customer loyalty.
- ISBN10 0849329582
- ISBN13 9780849329586
- Publish Date 1 August 2015 (first published 15 June 2010)
- Publish Status Cancelled
- Publish Country GB
- Publisher Taylor & Francis Ltd
- Imprint Auerbach Publishers Inc.
- Format Hardcover
- Pages 576
- Language English