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Основной контент книги Customer Service Delivery
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Volume 347 pages

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Customer Service Delivery

Research and Best Practices
authors
Eduardo Salas,
lawrence fogli
Читайте только на Литрес

The book cannot be downloaded as a file, but can be read in our app or online on the website.

$98.40

About the book

Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.

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Age restriction:
0+
Release date on Litres:
21 August 2019
Volume:
347 p.
ISBN:
9780787983109
Total size:
970 КБ
Total number of pages:
347
Copyright holder:
John Wiley & Sons Limited
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