| 000 | 02656nam a2200421Ii 4500 | ||
|---|---|---|---|
| 001 | 9781787142787 | ||
| 003 | UtOrBLW | ||
| 005 | 20210303084941.0 | ||
| 006 | m o d | ||
| 007 | cr un||||||||| | ||
| 008 | 171115t20172018enk ob 001 0 eng d | ||
| 020 |
_a9781787142787 _q(e-book) |
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| 040 |
_aUtOrBLW _beng _erda _cUtOrBLW |
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| 050 | 4 |
_aTX911.3.C8 _bT73 2017 |
|
| 072 | 7 |
_aKNSH _2bicssc |
|
| 072 | 7 |
_aBUS016000 _2bisacsh |
|
| 080 | _a330 | ||
| 082 | 0 | 4 |
_a647.94068 _223 |
| 245 | 0 | 0 |
_aTrade tales : _bdecoding customers' stories / _cArch G. Woodside. |
| 264 | 1 | _bEmerald Publishing Limited, | |
| 300 | _a1 online resource (xvi, 186 pages). | ||
| 490 | 1 |
_aAdvances in culture, tourism and hospitality research, _x1871-3173 ; _vv. 14 |
|
| 500 | _aIncludes index. | ||
| 504 | _aIncludes bibliographical references. | ||
| 520 | _aTo clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original first-person stories of problems, opportunities and outcomes with a multiple-choice exercise following each story, as well as a critical review by an independent researcher. This volume describes customers' reports of their experience of interactions with sales/service associates. Chapters also offer a descriptive theory of storytelling narratives of these encounters. Gain an international view with stories by Asian, European, New Zealand/Pacific Rim, and North American customers. The volume highlights small details that have significant impact on customer satisfaction enhancing the reader's abilities to detect nuances in multiple international contexts, understand how customers evaluate sales/service reps' behavior well as providing opportunities to solve real problems. This is a valuable book in the field of customer relationship management that is also interactive. | ||
| 588 | 0 | _aPrint version record | |
| 650 | 0 |
_aHospitality industry _xCustomer services _vCase studies. |
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| 650 | 0 |
_aConsumer satisfaction _vCase studies. |
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| 650 | 0 |
_aCustomer service _xManagement _vCase studies. |
|
| 700 | 1 |
_aWoodside, Arch G., _eeditor. |
|
| 776 | _z9781787142794 | ||
| 830 | 0 |
_aAdvances in culture, tourism and hospitality research ; _vv. 14. |
|
| 856 | 4 | 0 | _uhttps://www.emerald.com/insight/publication/doi/10.1108/S1871-3173201714 |
| 999 |
_c30193 _d30193 |
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