Designing Customer Service Processes

by Jochen Wirtz

From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how service processes can be designed and improved to deliver the promised value proposition. This book is the sixth volume in the Winning in Service Markets...

• Format: Paperback
• Language: English
• ISBN: 1944659242
• ISBN13: 9781944659240
• Release Date: August 2017
• Publisher: Ws Professional
• Length: 64 Pages
• Weight: 0.22 lbs.
• Dimensions: 0.1" x 6.0" x 9.0"