This book is designed to help readers acquire theoretical knowledge of service management and apply it in practice, serving as a guideline for corporate management in the service industry. It begins with a definition of service management, followed by the second chapter on understanding service customers and the third chapter on customer relationship management. It then addresses issues related to service differentiation, studies related cases, and discusses service marketing, service quality, and service leadership. The final chapter covers an introduction to customer satisfaction management.
[Contents]
1. Understanding Service Management
2. Service Customer
3. CRM (Customer Relationship Management)
4. Service Differentiation
5. A Case Study on Service Differentiation
6. Service Marketing
7. Service Quality
8. Service Leadership
9. Customer Satisfaction Management
- Paperback: 248 pages
- Language: English
- Dimensions: 176*248*20mm
- ISBN: 9791165679132
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