Service Excellence: Creating Customer Experiences that Build Relationships
Ruth N. Bolton
Informasi Umum
Kode
20.21.818
Klasifikasi
658.809 - Services marketing
Jenis
Buku - Elektronik (E-Book)
Subjek
Service Marketing
No. Rak
Tel-U Gedung Manterawu Lantai 5 : Rak 22
Tel-U Purwokerto : Rak 8
Dilihat
317 kali
Informasi Lainnya
Abstraksi
The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.
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- IEI433 - PEMASARAN JASA
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- ISI2E2 - DESAIN PENGALAMAN PENGGUNA
- UEI4C3 - VALIDASI PENGGUNA
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- GHK1HAB2 - Desain Pengalaman Pengguna
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Koleksi & Sirkulasi
Tersedia 1 dari total 1 Koleksi
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Pengarang
| Nama | Ruth N. Bolton |
| Jenis | Perorangan |
| Penyunting | |
| Penerjemah |
Penerbit
| Nama | Business Expert Press |
| Kota | New York |
| Tahun | 2016 |
Sirkulasi
| Harga sewa | IDR 0,00 |
| Denda harian | IDR 0,00 |
| Jenis | Non-Sirkulasi |
