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Dieses Fachbuch widmet sich insbesondere dem in Wirtschaft und Wissenschaft derzeit äußerst populären Ansatz des Service Design und stellt dessen Einsatzmöglichkeiten zur Gestaltung von innovativen Services und exzellenten Kundenerlebnissen („Customer Experiences“) dar. Anhand von...

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After-sales-Management : Marketing - Logistik - Organisation

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Customer service in a marketing and logistics approach

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Antecedents of the client's trust in low- versus high-consequence decisions

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Linking relational benefits and customer loyalty : the mediating role of customer intimacy

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Vom Kfz-Handwerk zum Qualitätsservice : der US-amerikanische Kfz-Sektor nach der Trendwende

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Service cancellation and competitive refund policy

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Retrospective: compatibility management : customer-to-customer relationships in service environments

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Does standardized service fit all? : novel service encounter in frontline employee-customer interface

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