Customer Experience Management: Enhancing Experience and Value through Service Management

Häftad, Engelska, 2014

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Beskrivning

Although a nascent field of research, customer experience management has become an important research and management topic in today's interconnected world. This book highlights how service management can be most effectively used to create positive customer experiences in all industry sectors.

Produktinformation

Utgivningsdatum:2014-07-17
Mått:184 x 232 x 25 mm
Vikt:762 g
Format:Häftad
Språk:Engelska
Antal sidor:420
Förlag:Kendall/Hunt Publishing Co ,U.S.
ISBN:9781465241078

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Företagsekonomi inom Ekonomi och Ledarskap

Innehållsförteckning

Managing Customers Shared Experiences through Brand Communities Jay Kandampully, The Ohio State University, USABrand as the Beacon to Guide Employee-Customer InteractionsDavid Solnet, The University of Queensland, AustraliaCeridwyn A. King, Temple University, USAManaging Customer Experience Through Internal MarketingVicent Tortosa, Universitat Jaume I of Castellón, SpainMiguel A. Moliner, Universitat Jaume I of Castellón, SpainRosa M. Rodríguez, Universitat Jaume I of Castellón, SpainLeveraging Customer Experience Communication Elina Jaakkola, University of Turku, FinlandLeena Aarikka-Stenroos, University of Turku, FinlandAllan J. Kimmel, ESCP Europe, Paris, FranceDesigning Service Interfaces for customer Engagement in the Creation of ValueKatrien Verleye,Ghent University, BelgiumValue Co-creation in Health Care Services: The Role of Multiple StakeholdersKande Kazadi, University of Antwerp, Belgium Charlotte Reypens, University of Antwerp, BelgiumSarah Van Oerle, University of Antwerp, BelgiumAnnouk Lievens, University of Antwerp, BelgiumFrom Managing to Co-creating Service Experience with CustomersAnu Helkkula, Hanken School of Economics, FinlandCo-creation Experiences as the Basis for Value Creation in the Sustainable Fashion Industry Miguel A. López-Navarro, Universitat Jaume 1, SpainCristina Lozano-Gómez, Universitat Jaume 1, SpainThe Power of Consumers in the Process of Co-creation Value Jung-Hwan Kim, University of South Carolina, USAMinjeong Kim, Oregon State University, USAApplying Service Management Concepts to Enhance the Customer Experience in Retailing Alison M Dean, University of Newcastle, AustraliaSylvie E Rolland, Université Paris Dauphine, FranceCo-creating Spa Customer ExperienceSonia Ferrari, University of Calabria, ItalyLászló Puczkó, Budapest College of Communication and Business, HungaryMelanie Smith, Budapest College of Communication and Business, HungaryCustomer Experience in Spectator Sports Nicholas D. Theodorakis, Aristotle University of Thessaloniki, Greece The Service Environment – From Impacting the Customer to Facilitating the Customer ExperienceJörg Pareigis, Karlstand University, SwedenSharing Experiences via Social Media as an Integral Part of the Service ExperienceAndreas Munzel, Toulouse University, FranceWerner H. Kunz, University of Massachusetts Boston, USA e-Commerce Experience Optimization for Service CompaniesAnil Bilgihan, Florida Atlantic University, USAStrategies to Avoid or Recover Negative Customer Experiences Silke Bambauer-Sachse, University of Fribourg, SwitzerlandDelivering Superior Firm Performance Through Holistic Customer Experience StrategiesPhil Klaus, ESCE International Business School, FranceFostering Experience for Servitizing Firms: The Case of the Automobile IndustryBart Larivière, Ghent University, BelgiumSharon Vandousselaere, Ghent University, BelgiumUnderstanding What It Takes to be Number 1: A New Approach for Determining Key Drivers Analysis in Polygamous Markets Alexander Buoye, Ipsos Loyalty, USATimothy L. Keiningham, Ipsos Loyalty, USALuke Williams, Ipsos Loyalty, USALerzan Aksoy, Fordham University, USACustomer Experience Exemplars 1. Haidilao Hotpot RestaurantJun Luo, University of Nottingham Ningbo, ChinaMartin J. Liu, University of Nottingham Ningbo, ChinaAlain Chong, University of Nottingham Ningbo, China2. O2Linda Nasr, The University of Manchester, UKJamie Burton, The University of Manchester, UK3. Ashford Castle HotelVikas Kumar, University of West of England, UKMalcolm Brady, City University, Republic of Ireland4. Angry BirdsApramey Dube, Hanken School of Economics, Finland5. China Mobile GroupChristina Zhang, The Ohio State University, USA6. Front RunnerAnupama Sukhu, The Ohio State University, USA

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