Serving Online Customers

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The Ultimate Online Customer Service Guide

Author : Marsha Collier
Publisher : John Wiley & Sons
ISBN 13 : 1118007654
Total Pages : 204 pages
Book Rating : 4.1/5 (18 download)

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Book Synopsis The Ultimate Online Customer Service Guide by : Marsha Collier

Download or read book The Ultimate Online Customer Service Guide written by Marsha Collier and published by John Wiley & Sons. This book was released on 2010-12-15 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

Serving Online Customers

Author : Donald A. Barclay
Publisher : Rowman & Littlefield
ISBN 13 : 0810887339
Total Pages : 233 pages
Book Rating : 4.8/5 (18 download)

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Book Synopsis Serving Online Customers by : Donald A. Barclay

Download or read book Serving Online Customers written by Donald A. Barclay and published by Rowman & Littlefield. This book was released on 2014-07-23 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: Before the Web existed, anyone who wanted free information had to use the library. Now, a wealth of information on every possible service is accessible online. To compete in the digital age, libraries must provide outstanding customer service to their virtual users. In Serving Online Customers: Lessons for Libraries from the Business World, Donald A. Barclay carefully examines business literature to identify the best customer service practices of online companies and shows readers how to adapt these practices to the library environment. Chapter coverage includes these critical areas: Improving the Self-Service Experience Bringing Reference Service to the Online Customer Adding Libraries to the Distance Education Mix Designing Library Websites for Both Trust and Pleasure Implementing Recommendation Agents and Avatars into Online Services Linking Continuous Assessment to Online Service Improvement This book will help any library greatly enhance their online users’ experience and help bring new users to the library.

Encyclopedia of E-Commerce Development, Implementation, and Management

Author : Lee, In
Publisher : IGI Global
ISBN 13 : 1466697881
Total Pages : 2440 pages
Book Rating : 4.4/5 (666 download)

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Book Synopsis Encyclopedia of E-Commerce Development, Implementation, and Management by : Lee, In

Download or read book Encyclopedia of E-Commerce Development, Implementation, and Management written by Lee, In and published by IGI Global. This book was released on 2016-03-31 with total page 2440 pages. Available in PDF, EPUB and Kindle. Book excerpt: The convenience of online shopping has driven consumers to turn to the internet to purchase everything from clothing to housewares and even groceries. The ubiquity of online retail stores and availability of hard-to-find products in the digital marketplace has been a catalyst for a heighted interest in research on the best methods, techniques, and strategies for remaining competitive in the era of e-commerce. The Encyclopedia of E-Commerce Development, Implementation, and Management is an authoritative reference source highlighting crucial topics relating to effective business models, managerial strategies, promotional initiatives, development methodologies, and end-user considerations in the online commerce sphere. Emphasizing emerging research on up-and-coming topics such as social commerce, the Internet of Things, online gaming, digital products, and mobile services, this multi-volume encyclopedia is an essential addition to the reference collection of both academic and corporate libraries and caters to the research needs of graduate-level students, researchers, IT developers, and business professionals. .

The Compassionate Geek

Author : Don R. Crawley
Publisher : Soundtraining Net
ISBN 13 : 9780983660705
Total Pages : 164 pages
Book Rating : 4.6/5 (67 download)

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Book Synopsis The Compassionate Geek by : Don R. Crawley

Download or read book The Compassionate Geek written by Don R. Crawley and published by Soundtraining Net. This book was released on 2011-05-05 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

The Effortless Experience

Author : Matthew Dixon
Publisher : Penguin
ISBN 13 : 0698137582
Total Pages : 258 pages
Book Rating : 4.6/5 (981 download)

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Book Synopsis The Effortless Experience by : Matthew Dixon

Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Digital Marketing QuickStart Guide

Author : Benjamin Sweeney
Publisher : ClydeBank Media LLC
ISBN 13 : 1945051469
Total Pages : 343 pages
Book Rating : 4.9/5 (45 download)

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Book Synopsis Digital Marketing QuickStart Guide by : Benjamin Sweeney

Download or read book Digital Marketing QuickStart Guide written by Benjamin Sweeney and published by ClydeBank Media LLC . This book was released on 2022-04-25 with total page 343 pages. Available in PDF, EPUB and Kindle. Book excerpt: THE ULTIMATE BEGINNER'S GUIDE TO DIGITAL MARKETING – INCLUDES A COMPREHENSIVE ONLINE LIBRARY OF DIGITAL MARKETING TOOLS! The future of business growth is digital. Are you prepared? Digital marketers tap into an unprecedented ability to discover and reach motivated customers at scale. Now more than ever, digital marketing strategies are the key for emerging brands, new and veteran entrepreneurs, and businesses of all sizes to convert customers in digital spaces. With the availability of cost-effective advertising, content marketing, social media marketing, email marketing and more, there has never been a better time to connect with your customers and grow your business. In Digital Marketing QuickStart Guide, author and veteran marketer Benjamin Sweeney distills a decade’s worth of marketing experience into a crash course that covers everything from marketing fundamentals to sophisticated digital strategies. Infused with marketing wisdom that is as invaluable on day one as on day one thousand, Digital Marketing QuickStart Guide equips readers with the skills and strategies they need to reach customers and grow their businesses. Whether you are a freelancer selling your services to businesses, an entrepreneur who needs more customers, a student who needs to get up to speed fast, or an online creator, artist, or influencer you will find value in these pages. It doesn’t matter if you have never run a Facebook Ad before or are a successful entrepreneur who just can’t make your digital marketing efforts click—anyone can become a savvy digital marketer by using the tools and tactics presented in this book! Digital Marketing QuickStart Guide Is Perfect For: - Entrepreneurs who want to take control of their digital marketing and grow their business - Freelancers and members of the gig economy looking to diversify their service offerings - In-house or agency marketers who want to brush up on digital marketing fundamentals - Business and marketing students who need a digital marketing edge - Influencers, artists, creators, and anyone who needs to sell or connect with more people in digital spaces! Digital Marketing QuickStart Guide Explains: - How to use digital marketing channels to connect with more people and win more customers - How to nail down exactly who your customer is and how to create a marketing strategy that reaches those people where they spend time online - How to boost your search rankings and get your business seen by the millions of people using search engines every day - How to use social media marketing to increase engagement and round out an effective marketing strategy You Will Learn: - Modern Marketing Fundamentals – How Timeless Marketing Basics Can Be Repurposed for Digital Spaces - Building Your Own Digital Marketing Toolkit – Exactly How Digital Marketing Tools Work and How to Use Them - Digital Marketing in Action – How to Organize and Implement Campaigns that Reach and Convert at Scale - Digital Strategy Design – How to Structure Your Digital Marketing Strategy to Save Money and Get Results - Digital Marketing Core Concepts – Using Social, Email, Cost-Effective Advertising, Mastering SEO, and More! *LIFETIME ACCESS TO FREE DIGITAL MARKETING DIGITAL ASSETS* Digital Marketing QuickStart Guide comes with lifetime access to a huge library of exclusive tools designed to help you get started quickly and hit your marketing goals faster. *GIVING BACK* QuickStart Guides proudly supports One Tree Planted as a reforestation partner.

EBOOK: Services Marketing: Integrating Customer Focus Across the Firm

Author : Alan Wilson
Publisher : McGraw Hill
ISBN 13 : 007714659X
Total Pages : 587 pages
Book Rating : 4.0/5 (771 download)

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Book Synopsis EBOOK: Services Marketing: Integrating Customer Focus Across the Firm by : Alan Wilson

Download or read book EBOOK: Services Marketing: Integrating Customer Focus Across the Firm written by Alan Wilson and published by McGraw Hill. This book was released on 2012-06-16 with total page 587 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking. In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students.

Emarketing Excellence

Author : Dave Chaffey
Publisher : Routledge
ISBN 13 : 1136181458
Total Pages : 642 pages
Book Rating : 4.1/5 (361 download)

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Book Synopsis Emarketing Excellence by : Dave Chaffey

Download or read book Emarketing Excellence written by Dave Chaffey and published by Routledge. This book was released on 2013-03-05 with total page 642 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now in its fourth edition, the hugely successful Emarketing Excellence is fully updated; keeping you in line with the changes in this dynamic and exciting field and helping you create effective and up-to-date customer-centric e-marketing plans. A practical guide to creating and executing e-marketing plans, it combines established approaches to marketing planning with the creative use of new e-models and e-tools. This new edition seamlessly integrates social media technology like Facebook check-in, social networking, tablets and mobile applications into the mix, demonstrating how these new ways to reach customers can be integrated into your marketing plans. It also includes brand new sections on online marketing legislation and QR codes, plus an expanded section on email marketing, the most commonly used e-marketing tool. Offering a highly structured and accessible guide to a critical and far-reaching subject, Emarketing Excellence 4e provides a vital reference point for all students of business or marketing and marketers and e-marketers involved in marketing strategy and implementation and who want a thorough yet practical grounding in e-marketing.

The Complete Idiot's Guide to Great Customer Service

Author : Donald W. Blohowiak
Publisher : Penguin
ISBN 13 : 9780028619538
Total Pages : 366 pages
Book Rating : 4.6/5 (195 download)

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Book Synopsis The Complete Idiot's Guide to Great Customer Service by : Donald W. Blohowiak

Download or read book The Complete Idiot's Guide to Great Customer Service written by Donald W. Blohowiak and published by Penguin. This book was released on 1997 with total page 366 pages. Available in PDF, EPUB and Kindle. Book excerpt: Describes how to create a service-oriented organization, including training customer service representatives, soothing angry customers, and understanding employee and customer motivation

Library Programs and Services

Author : G. Edward Evans
Publisher : Bloomsbury Publishing USA
ISBN 13 : 1610696387
Total Pages : 517 pages
Book Rating : 4.6/5 (16 download)

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Book Synopsis Library Programs and Services by : G. Edward Evans

Download or read book Library Programs and Services written by G. Edward Evans and published by Bloomsbury Publishing USA. This book was released on 2015-06-30 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Covering every essential topic ranging from circulation and literacy instruction to reference and security, this benchmark text provides an up-to-date, broadly based view of library public service and its functions. Supplying essential, foundational reading for students of library public services as well as an up-to-date overview for practitioners who wish to refresh their knowledge or acquaint themselves with a new area of responsibility, this book's broad and solid coverage will benefit anyone concerned with developing or maintaining the public face of the library. A revision and expansion of Libraries Unlimited's Introduction to Library Public Services: Seventh Edition, this edition has new chapters covering such topics as e-resources, collections, print and other media, and facilities and funding. Additionally, every chapter has been substantially updated and reorganized to better reflect the role of technology in library services today. The book begins with background information on public services in libraries and an analysis of the library's public service philosophy. Then, the authors delve into staffing and assessment of services, moving logically to major functional areas of public services—reference, instruction, document delivery, circulation and reserves, collections, programming, safety and security issues, and facilities and funding. Real-life anecdotes from public, academic, and school libraries illustrate principles and concepts throughout the book. For each topic, the authors detail its role and philosophy, and offer key points to remember, references, and lists for further reading.

Author :
Publisher : Information Gatekeepers Inc
ISBN 13 :
Total Pages : 16 pages
Book Rating : 4./5 ( download)

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Book Synopsis by :

Download or read book written by and published by Information Gatekeepers Inc. This book was released on with total page 16 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Customer Service on the Internet

Author : Jim Sterne
Publisher :
ISBN 13 :
Total Pages : 360 pages
Book Rating : 4.X/5 (4 download)

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Book Synopsis Customer Service on the Internet by : Jim Sterne

Download or read book Customer Service on the Internet written by Jim Sterne and published by . This book was released on 1996-09-25 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: From managing your corporate image to organizing information and making it readily available to prospects, this book explores both the technical and strategic issues of tapping into the very latest Web methods. This book also provides a cost/benefit analysis and makes recommendations on what type of information a company should provide over the Net.

Digital Marketing Expert Diploma (Master’s level) - City of London College of Economics - 10 months - 100% online / self-paced

Author : City of London College of Economics
Publisher : City of London College of Economics
ISBN 13 :
Total Pages : 2158 pages
Book Rating : 4./5 ( download)

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Book Synopsis Digital Marketing Expert Diploma (Master’s level) - City of London College of Economics - 10 months - 100% online / self-paced by : City of London College of Economics

Download or read book Digital Marketing Expert Diploma (Master’s level) - City of London College of Economics - 10 months - 100% online / self-paced written by City of London College of Economics and published by City of London College of Economics. This book was released on with total page 2158 pages. Available in PDF, EPUB and Kindle. Book excerpt: Overview In this course you will learn all you need to know to become a Digital Marketing Expert. As you surely know, Digital Marketing Specialists are in high demand and well paid. Content - Digital Marketing Strategy - Market Research - Crowdsourcing - Web Development and Design - Writing for the Web - Mobile Development - Email Marketing - Online Advertising - Affiliate Marketing - Search Engine Marketing - Search Engine Optimisation - PPC Advertising - And much more Duration 10 months Assessment The assessment will take place on the basis of one assignment at the end of the course. Tell us when you feel ready to take the exam and we’ll send you the assignment questions. Study material The study material will be provided in separate files by email / download link.

Impact of Globalization and Advanced Technologies on Online Business Models

Author : Ho, Ree C.
Publisher : IGI Global
ISBN 13 : 1799876055
Total Pages : 399 pages
Book Rating : 4.7/5 (998 download)

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Book Synopsis Impact of Globalization and Advanced Technologies on Online Business Models by : Ho, Ree C.

Download or read book Impact of Globalization and Advanced Technologies on Online Business Models written by Ho, Ree C. and published by IGI Global. This book was released on 2021-02-05 with total page 399 pages. Available in PDF, EPUB and Kindle. Book excerpt: Online business has been growing progressively and has become the major business platform within the past two decades. The internet bulldozed the development of new business models and innovations that substantially changed the way businesses run today. This led to a growth of advanced technologies used in online business such as data analytics, machine learning, and artificial intelligence. With higher internet connectivity and the exponential growth of mobile devices, shopping processes and behaviors were significantly affected as people are consistently connected online. Consumers can easily gain helpful product information and retail competitor information in myriad online channels. This led to a profound effect on businesses where they began to invest in new technologies and business practices that aim to align with the effects of globalization. Given the rapid technology advancements, both businesses and customers are presently experiencing an exponential upsurge in the implementation of new business processes and models. Impact of Globalization and Advanced Technologies on Online Business Models explores the ever-changing field of running an online busines and presents the current issues and challenges in online business triggered by global shifts in the online environment and technological changes. The chapters draw from a wide range of technologies used in today’s digital marketplace as well as recent development and empirical researches on online consumer behavior. As such, this book aims to contribute new dimensions in managing advancements in online business triggered by global and technology transformation. This book is ideal for executives, managers, IT consultants, practitioners, researchers, academicians, and students interested in globalization and the new technologies affecting online business models.

Strategies for Growth in SMEs

Author : Margi Levy
Publisher : Elsevier
ISBN 13 : 0080481167
Total Pages : 420 pages
Book Rating : 4.0/5 (84 download)

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Book Synopsis Strategies for Growth in SMEs by : Margi Levy

Download or read book Strategies for Growth in SMEs written by Margi Levy and published by Elsevier. This book was released on 2004-11-09 with total page 420 pages. Available in PDF, EPUB and Kindle. Book excerpt: Strategies for Growth in SMEs explores for the first time the role of information and information systems (IS) concepts in small and medium-sized enterprises (SMEs). Most IS research focuses on large firms, yet the majority of firms in most economies are SMEs. The book considers the applicability of IS theory and practice to SMEs and develops new theories that are relevant to these firms.Composed of 6 sections, it covers, amongst other things; the nature of SMEs, the background to IS, and SMEs' use of IS, issues of IS strategy and planning in SMEs, the way that firms can transform through use of IS, evaluation, IS flexibility, business process re-engineering, resource-based strategy and knowledge management, the appropriateness of existing theories and the development of new models to address SME-specific issues. The final section of the book reviews the learning in the previous chapters and poses future agendas for research.Written by two of the leading figures in the field, this book will be essential reading for researchers in IS and SMEs, students on entrepreneurship or IS courses, and others that focus on SMEs.* A unique text relating IS theory to SMEs* Benefit from the authors' years of experience in the field* Familiarise yourself with this growth area for research and courses

Mobile Opportunities and Applications for E-Service Innovations

Author : Scupola, Ada
Publisher : IGI Global
ISBN 13 : 1466626852
Total Pages : 413 pages
Book Rating : 4.4/5 (666 download)

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Book Synopsis Mobile Opportunities and Applications for E-Service Innovations by : Scupola, Ada

Download or read book Mobile Opportunities and Applications for E-Service Innovations written by Scupola, Ada and published by IGI Global. This book was released on 2012-12-31 with total page 413 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mobile technology continues to shape our society, delivering information and knowledge right to our finger tips. It is only fitting that these advancements and opportunities are applied to the area of electronic services. Mobile Opportunities and Applications for E-Service Innovations brings together different perspectives on the understanding of e-service and mobile communication, as well as their effects on the fields of marketing, management, and information systems. The growth of e-services as it relates to business to-business, business-to-consumer, consumer-to-consumer, are essential to the interests of professionals, academics, and researchers, as well as industry consultants.

Service Management

Author : Jay Kandampully
Publisher : Springer Science & Business Media
ISBN 13 : 1461415535
Total Pages : 341 pages
Book Rating : 4.4/5 (614 download)

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Book Synopsis Service Management by : Jay Kandampully

Download or read book Service Management written by Jay Kandampully and published by Springer Science & Business Media. This book was released on 2011-12-09 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland "Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing." --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida "Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University