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9780367208936

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'This new book on Customer Service Marketing offers a refreshing and insightful look at innovations and new developments in the field set within the broader Servicescape . The authors have taken trends such as co-creation and customization, attitudes and emotions, and electronic word of mouth, among others, and offered insight and strategies to be applied across a range of service settings. Authored by two highly experienced professors in the field, this new and exciting text is a must-read for those interested in the future dynamics of customer service marketing.' Alan Fyall, Associate Dean, Academic Affairs and Visit Orlando Endowed Chair of Tourism Marketing, UCF Rosen College of Hospitality Management, USA 'Customer experience management is more crucial today than ever before, especially for tourism-related sectors. This book sheds light on theories associated with consumers and their behavior and highlights effective tools and strategies employed by successful enterprises. It will be an essential textbook well worth reading in that it covers major theories and best practices in the field of customer experience management. It is highly recommended for students intending to pursue a career in the tourism industry. ' BAO Jigang, Professor, Founding Dean of School of Tourism Management, Sun Yat-sen University, P.R.China This new book on consumer service marketing provides an extensive review of the services' universe from consumers' perspective. It offers a broad coverage of the key issues contributing to the strategic management of services from its key characteristics to consumers processing of quality, satisfaction and loyalty up to the services' strategic dimensions. The book provides a comprehensive overview of services concepts, tools and applications. A must-read for graduate students and practitioners alike. Isabelle Frochot, University Savoie Mont Blanc, France 'In the rapidly changing society and marketplace, the traditional understanding of services and the role of marketing has become obsolete. Industry professionals need a comprehensive understanding of the contemporary nature of relationships between customers and businesses. A holistic overview of the nature of B2C interactions is a background for developing a competitive market strategy. This book summarises the key aspects of contemporary B2C relationships. It explains the nature of service from a customer perspective and highlights the key components of marketing strategy required for increasing customer loyalty. The book is advantageous as an introduction to marketing and service management.' Katerina Volchek, Professor and Manager of the DigiHealth & Smart Tourism lab at Deggendorf Institute of Technology, Germany

'This new book on Customer Service Marketing offers a refreshing and insightful look at innovations and new developments in the field set within the broader Servicescape . The authors have taken trends such as co-creation and customization, attitudes and emotions, and electronic word of mouth, among others, and offered insight and strategies to be applied across a range of service settings. Authored by two highly experienced professors in the field, this new and exciting text is a must-read for those interested in the future dynamics of customer service marketing.' Alan Fyall, Associate Dean, Academic Affairs and Visit Orlando Endowed Chair of Tourism Marketing, UCF Rosen College of Hospitality Management, USA 'Customer experience management is more crucial today than ever before, especially for tourism-related sectors. This book sheds light on theories associated with consumers and their behavior and highlights effective tools and strategies employed by successful enterprises. It will be an essential textbook well worth reading in that it covers major theories and best practices in the field of customer experience management. It is highly recommended for students intending to pursue a career in the tourism industry. ' BAO Jigang, Professor, Founding Dean of School of Tourism Management, Sun Yat-sen University, P.R.China This new book on consumer service marketing provides an extensive review of the services' universe from consumers' perspective. It offers a broad coverage of the key issues contributing to the strategic management of services from its key characteristics to consumers processing of quality, satisfaction and loyalty up to the services' strategic dimensions. The book provides a comprehensive overview of services concepts, tools and applications. A must-read for graduate students and practitioners alike. Isabelle Frochot, University Savoie Mont Blanc, France 'In the rapidly changing society and marketplace, the traditional understanding of services and the role of marketing has become obsolete. Industry professionals need a comprehensive understanding of the contemporary nature of relationships between customers and businesses. A holistic overview of the nature of B2C interactions is a background for developing a competitive market strategy. This book summarises the key aspects of contemporary B2C relationships. It explains the nature of service from a customer perspective and highlights the key components of marketing strategy required for increasing customer loyalty. The book is advantageous as an introduction to marketing and service management.' Katerina Volchek, Professor and Manager of the DigiHealth & Smart Tourism lab at Deggendorf Institute of Technology, Germany 'This book provides an important contribution to the understanding of customer service by explaining the benefits of customer service as a strategic focus for an organization (online or offline) to successfully compete in the market. The authors clearly illustrate how quality of service and experience are essential to building trust and relationships with all stakeholders of the organization. This book on customer service marketing will provide critical knowledge to help hospitality and tourism students become effective managers in the industry.' Jay Kandampully, Professor of Service Management , The Ohio State University, Editor-in-Chief of Journal of Service Management 'Today's service businesses have seen an increase in digital transformation with many technological advancements. Service technologies play a critical role in redefining customer service management strategies and service quality control procedures. This new book provides a focused review of the concepts, business practices, and research findings about service technologies. Students and industry practitioners who would like to learn how service technologies are adopted and implemented in a service business setting will find this book very useful and helpful.' Dimitrios Buhalis, Professor in Marketing, Strategy and Innovation, Director of the eTourism Lab and Deputy Director of the International Centre for Tourism and Hospitality Research, Bournemouth University Business School

Author Information

Edwin N. Torres, Ph.D., is the Chair and Associate Professor at the Department of International Hospitality and Service Innovation, Saunders College of Business at the Rochester Institute of Technology. Tingting Zhang, Ph.D., is Associate Professor at the Rosen College of Hospitality Management, University of Central Florida.

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