Sriram Dasu, Richard Chase

Gebundenes Buch

The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer's Business

Beschreibung

Helps you understand consumer psychology to drive profits and growth. This title explains how consumers perceive services and shows you how toenhance the customer experience - every time. It identifies and demystifies the psychological triggers behind customer behavior.

Autor

Richard B. Chase is Director of the Center for Operations Management Research and Education at USC. He is widely published in both books and academic journals and is considered one of the top service "gurus" in the field. He is on the Editorial Advisory Board of the Journal of Operations Management, an Advisor to Production and Operations Management journal, and a Fellow of the Decision Sciences Institute.

Produktdetails

• Verlag: McGraw-Hill Education - Europe
• Seitenzahl: 240
• Erscheinungstermin: 17. Juli 2013
• Englisch
• Abmessung: 231mm x 160mm x 25mm
• Gewicht: 492g
• ISBN-13: 9780071809931
• ISBN-10: 0071809937
• Artikelnr.: 37043839