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Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional perceptions that drive the …
Understand the impact of a global ageing population on how products are bought, and the effect this has on how to market and advertise these products and services to the older …
This prestigious edited collection of articles from the Journal of Brand Management discusses the impact of research on our understanding of corporate brand characteristics and …
This book includes a fascinating range of up-to-date articles on China from the Journal of Brand Management that marshal research and scholarship undertaken by Chinese, British, …
To stay competitive, firms need to build great products but they also need to lend these products to the uses and misuses of their customers and learn extensively from them. This …
This new book focusses upon customer care in relation to Human Resource Management issues and strategic planning. It addresses the objective of customer loyalty and retention in …
This collection of original ethnographically based research from five continents, provides insights into the dynamics of stability and change in our globalizing world. The chapters …
Explains how all institutions have to turn their relationship with stakeholders into a 'social' one, which involves designing new Trust and Engagement strategies. A specific …
When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is …
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, …