000			03197 a2200337 4500
003			OSt
005			20241011151221.0
008			120830t2024 uk a|||go|||| 001 0 eng d
020			_a9781040025789
020			_a9781032603704
020			_a9781032749655
020			_a9781003470373
040			_cDLC
050		4	_aHD9980 _b.K363 2024
100			_aKandampully, Jay. _9301656 _eauthor
245			_aService management and marketing principles : _bCompeting in the services economy / _cJay Kandampully and David J. Solnet.
264		1	_aLondon : _bRoutledge, _c2024,
300			_aElectronic text (233 pages) : _billustrations ;
336			_2rdacontent _atext
337			_2rdamedia _acomputer
338			_2rdacarrier _aonline resource
504			_aIncludes bibliographical references and index.
505			_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.
520			_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.
650		0	_aService industries _9168847 _xManagement
650		0	_aCustomer services _983493
650		0	_aMarketing _9131165
700			_aSolnet, David J. _9301657 _eauthor
856			_uhttps://ebookcentral.proquest.com/lib/pucpr-ebooks/detail.action?docID=31251700 _yPresione para acceder al libro en línea.
942			_c7 _2lcc
999			_c302630 _d302630