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Service Management

Overview of attention for book
Cover of 'Service Management'

Table of Contents

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    Book Overview
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    Chapter 1 Service as the New Paradigm in Retailing
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    Chapter 2 The Service Imperative in the Retailing Industry
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    Chapter 3 Customer Service: Does It Matter?
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    Chapter 4 A Framework for Applying Customer Insight and Context to the Development of a Shopping Experience Strategy
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    Chapter 5 Why Loyalty Matters in Retailing
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    Chapter 6 Strategic Service Innovation Management in Retailing
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    Chapter 7 Electronic Retailing and Service Quality
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    Chapter 8 Using Multichannel Marketing Activities to Build Customer Relationships: As Pertaining to the Consumer Electronics Retail Sector
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    Chapter 9 Reinventing the Customer Experience: Technology and the Service Marketing Mix
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    Chapter 10 Multicultural Consumers and the Retail Service Experience
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    Chapter 11 Culture and Social Media: Changing Service Expectations
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    Chapter 12 Complaint Management in Retailing
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    Chapter 13 Retailer Branding Through Excellence in Service
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    Chapter 14 Values Resonance Drives Sustainable Customer Value: Lessons from IKEA
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    Chapter 15 Lessons from History: What Today’s Retailers Can Learn from the Marketing of The Wizard of Oz Stage Show in the 1900s
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    Chapter 16 Paradigm Shifters in Retailing
Attention for Chapter 9: Reinventing the Customer Experience: Technology and the Service Marketing Mix
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