03105    a2200313   4500003000400000005001700004008004100021020001900062020001800081020001800099020001800117040000800135050002300143100003000166245012700196264003200323300005100355336002100406337002300427338003200450504005100482505054300533520148601076650003502562650002202597650001402619700003002633856012802663OSt20241011151221.0120830t2024    uk a|||go|||| 001 0 eng d  a9781040025789	  a9781032603704  a9781032749655  a9781003470373  cDLC 4aHD9980b.K363 2024  aKandampully, Jay.eauthor  aService management and marketing principles :  bCompeting in the services economy /cJay Kandampully and David J. Solnet. 1aLondon :bRoutledge,c2024,  aElectronic text (233 pages) :billustrations ;  2rdacontentatext  2rdamediaacomputer  2rdacarrieraonline resource  aIncludes bibliographical references and index.  aIntroduction -- Chapter 1. The service economy -- Chapter 2. Management and marketing challenges in the service economy -- Chapter 3. Management implications for service supply and demand -- Chapter 4. Understanding service quality -- Chapter 5. Customer centricity in practice -- Chapter 6. Translating service vision to action -- Chapter 7. Managing customer experience and service failures -- Chapter 8. Crafting a culture for service excellence -- Chapter 9. Leveraging technology -- Chapter 10. Fostering service innovation -- Index.  aThis book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences. This book introduces readers to a range of interrelated topics and the application of service management and marketing theories which are fundamentally critical to the success of all enterprises seeking competitive advantage through enhanced customer experience. This book analyses management and marketing challenges in the service and experience economy and provides insights into how marketers and managers can strike a balance between supply, demand, price, and quality and leverage technology for operational efficiency and to better manage customer service and expectations. Through the coverage of critical foundational topics, from how value is created; the evolution of global economies from goods, services to experiences; foundations of customer-centric management; managing service workers; integrating human touch with high-tech service; and many others, the authors provide a holistic understanding of management in a complex, globally interconnected world. This book will be useful for students, researchers, and instructors of business management, marketing, commerce, and economics. It will also be of interest to professionals working in healthcare, retail, financial services, government hospitality, leisure, tourism, and other services. 0aService industriesxManagement 0aCustomer services 0aMarketing  aSolnet, David J. eauthor  uhttps://ebookcentral.proquest.com/lib/pucpr-ebooks/detail.action?docID=31251700yPresione para acceder al libro en línea.