TY  - BOOK
AU  - Urquhart,Fiona
TI  - Service excellence in organizations: eight key steps to follow and achieve it
T2  - Service systems and innovations in business and society collection,
SN  - 9781631577024
AV  - HF5415.5 
PY  - 2019///.]
CY  - New York, New York (222 East 46th Street, New York, NY 10017)
PB  - Business Expert Press
KW  - Customer service
KW  - Management
KW  - Customer delight
KW  - Brand engagement
KW  - Service drama
KW  - Servicescape
KW  - Customer activity cycle
KW  - Brand authenticity
KW  - Customer relationship management
KW  - Loyalty
KW  - Advocacy
KW  - Partnering
KW  - Customer lifetime value
KW  - Touchpoints
KW  - Product/service lifecycle
KW  - Change drivers
KW  - Innovation
KW  - Design thinking
KW  - Service development
KW  - Service blueprint
KW  - Service dominant logic
KW  - [genre]
KW  - Electronic books
N1  - 2; Chapter 1. Introduction to service excellence --; Chapter 2. Entice --; Chapter 3. Ensure quality --; Chapter 4. Establish trust --; Chapter 5. Exceeding customer needs and expectations; Access restricted to authorized users and institutions; 2; b; Also available in printing
N2  - In this first volume, the first chapter introduces the distinction between customer service and service excellence and some of the drivers behind this. The way in which the brand acts to draw the customer into a relationship is covered in the second chapter. The third chapter explores aspects of the customer, their behavior, and experience that any organization needs to understand intimately in order to be able to offer a sensitive and responsive service. A huge element of effective service provision and relationship building is trust, and this is the subject of the fourth chapter. The fifth and the final chapter addresses the quality aspects ofservice and the way in which some organizations regularly go above and beyond expectations to delight their customer, keep them coming back, and make them rave about the experience they have in their relationships with the organization
UR  - https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000895.html
ER  -