"Customer delight has been the goal for all companies small and big around the world. The present book is an effort to analyse the nuances of marketing efforts put forward by companies to achieve customer delight and sustain it in a fiercely competitive marketing environment. The book proposes...

Grundlagen und Strategien der Service Excellence -- Service Excellence -- Insights into Service Excellence -- Competing in the Future: How Can Firms Nurture Service Superiority -- Integrierte Kundenorientierung als Treiber der Service Excellence -- Werteorientierungen von BWL-Hochschullehrern...