000			03365nam a2200625 i 4500
001			9781631577024
003			BEP
005			20240726104650.0
008			190417s2019 nyua fob 001 0 eng d
020			_a9781631577024 _q((electronic)l(electronic)ctronic)-book
040			_aCaBNVSL _beng _erda _cCaBNVSL _dCaBNVSL
050	0	4	_aHF5415 _b.S478 2019
100	1		_aUrquhart, Fiona, _e1
245	1	0	_aService excellence in organizations : _beight key steps to follow and achieve it _cFiona Urquhart.
250			_aFirst edition.
260			_aNew York, New York (222 East 46th Street, New York, NY 10017) : _bBusiness Expert Press, _c(c)2019.
300			_a1 online resource (142 pages) : _bcolor illustrations
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_aonline resource _bcr _2rdacarrier
347			_adata file _2rda
490	1		_aService systems and innovations in business and society collection,
504			_a2
505	0	0	_aChapter 1. Introduction to service excellence -- _tChapter 2. Entice -- _tChapter 3. Ensure quality -- _tChapter 4. Establish trust -- _tChapter 5. Exceeding customer needs and expectations.
520	3		_aIn 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.
530			_a2 _ub
530			_aAlso available in printing.
538			_aMode of access: World Wide Web.
538			_aSystem requirements: Adobe Acrobat reader.
588			_aDescription based on PDF viewed 06/05/2019.
650		0	_aCustomer service.
650		0	_aCustomer service _xManagement.
653			_aCustomer delight.
653			_aBrand engagement.
653			_aService drama.
653			_aServicescape.
653			_aCustomer activity cycle.
653			_aBrand authenticity.
653			_aCustomer relationship management.
653			_aLoyalty.
653			_aAdvocacy.
653			_aPartnering.
653			_aCustomer lifetime value.
653			_aTouchpoints.
653			_aProduct/service lifecycle.
653			_aChange drivers.
653			_aInnovation.
653			_aDesign thinking.
653			_aService development.
653			_aService blueprint.
653			_aService dominant logic.
655		0	_aElectronic books.
856	4	1	_uhttps://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000895.html _zClick here to access this RESOURCE ONLINE | Login using your my.ciu username & password
942			_c1 _D _eBEP _hHF5415.5 _m(c)2019 _QOB _R _x _8NFIC _dCynthia Snell
999			_c74237 _d74237
902			_a1 _bCynthia Snell _c1 _dCynthia Snell