This 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.

Autorentext

Jay Kandampully is Professor of Service Management at The Ohio State University, USA.

David Solnet is Professor of Service Management and Service Employment at University of Queensland, Business School, Australia.

Inhalt

Acknowledgements. Introduction 1. The Service Economy 2. Management and Marketing Challenges in the Service Economy 3. Management Implications for Service Supply and Demand 4. Understanding Service Quality 5. Customer Centricity in Practice 6. Translating Service Vision to Action 7. Managing Customer Experience and Service Failures 8. Crafting a Culture for Service Excellence 9. Leveraging Technology 10. Fostering Service Innovation. Index.