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Customer service marketing : managing the customer experience

Torres, Edwin N.

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Notes
  • Bibliographic Note
    Includes bibliographical references and index.
    • Content
    • What is service? The origin and evolution of customer experiences
    • Servicescape : visualizing service quality and value
    • Service quality : tools and strategies
    • Customer attitudes and emotions : from delight to outrage
    • Waiting for service : strategies to reduce waits and the perception of waiting
      Subjects