Customer Services

Extracting value from loyalty programs used to be the domain of marketing. But not anymore. In this new book, de Boer and Chin turn the tables and...

This book provides a structured overview of Customer-Dominant Logic and formulates fundamental principles that form the basis for a realignment of ...

Become more competitive by developing a superior customer experience through data, AI, and trust - and get your organization ready for AI agents li...

Implementing the Zendesk customer service software as part of your company's operations can be time-consuming, but with the best practices and advi...

Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisations strategic aims a...

Satellite marketing uses multiple social media sites as a series of marketing sub-stations or satellites. Each satellite is a stand-alone marketing...

First Published in 1999, this book stresses the service aspects of an organization - especially customer service, marketing, and organizational res...

We live in extraordinary economic times - volatile, uncertain, complex and ambiguous. In the service sector, many traditional approaches are no lon...

First Published in 1999, this book stresses the service aspects of an organization - especially customer service, marketing, and organizational res...

This title was first published in 2003. An exhaustive and synthetic framework for the use of Internet tools in customer-supplier relationships is o...

Social Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day ca...

In Raving Patients, Dr. Len Tau, a practicing dentist in Philadelphia and online reputation specialist, shares simple tips and best practices to be...

Strong customer-focused companies have a clear, relevant promise which they obsessively deliver day-in, day-out. At the same time, they relentlessl...

The two volume set, LNCS 2313 and LNCS 2314, constitutes the proceedings of the 10th International Conference on Kansei Engineering and Emotion Res...

The two volume set, LNCS 2313 and LNCS 2314, constitutes the proceedings of the 10th International Conference on Kansei Engineering and Emotion Res...

What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completel...

Dark Tourism has seen a surge in popularity in the last decade as people seek a richer travel experience, choosing to meaningfully engage with huma...

This insightful book explores the evolving landscape of brand perception, presenting new strategies, consumer behavior analysis, and technological ...

The service process design landscape is rapidly evolving, with technology-enabled innovations allowing the service provider to create a more person...