Multichannel Service Relationships

Name: Multichannel Service Relationships
Brand: VDM Verlag
SKU: 9783639254242
Price: 1833 CZK
Availability: InStock

Toward an Integrated Model

Autor: Byron Keating

Jazyk:

Vazba: Brožovaná

Vydavatel: VDM Verlag

Dostupnost: Skladem u dodavatele

Odesíláme za 14-21 dnů

1 833 Kč

The emergence of multichannel service delivery has important implications for the management of serv...

Informace o knize

Autor

Byron Keating

Jazyk

Angličtina

Vazba

Kniha - Brožovaná

Vydáno

2010

Stránek

308

EAN

9783639254242

ISBN

3639254244

Enbook ID

06832890

Vydavatel

VDM Verlag

Hmotnost

492

Rozměry

157 x 231 x 20

Kompletní popis

The emergence of multichannel service delivery has important implications for the management of service relationships. The research presented in this book probes the nature of multichannel service relationships by examining how the drivers of good service and customer loyalty vary between the online and offline channels. The research confirms that customer-relationship management theory is well supported in both the online and offline contexts, providing general support for a 'chain of impact' in which effective service will enhance the quality of the firm-customer relationship, and thereby increase loyalty perceptions of a customer. The research does, however, reveal some interesting insights into how the service delivery channel influences the interpretation of, and interplay between, the key constructs of service quality, relationship quality, and customer loyalty.

Mohlo by vás zajímat

Zákaznicí kteří koupili tuto knihu koupili také

Nejčastěji hledané

Categories

Authors

Publishers

Produkty

Produkty

Nejčastěji hledané

Categories

Authors

Publishers

Produkty

Produkty

Multichannel Service Relationships

Toward an Integrated Model

Informace o knize

Kompletní popis

Mohlo by vás zajímat

Zákaznicí kteří koupili tuto knihu koupili také