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Author: J. César Félix-Brasdefer
Publisher: Cambridge University Press
Published: 2015-04-30
Total Pages: 295
ISBN-13: 1107035821
DOWNLOAD EBOOKA comprehensive account of face-to-face interactions in commercial and non-commercial service encounter settings.
Author: Pilar Garcés-Conejos Blitvich
Publisher: John Benjamins Publishing Company
Published: 2019-01-10
Total Pages: 261
ISBN-13: 9027262993
DOWNLOAD EBOOKThe chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.
Author: Roland T. Rust
Publisher: Edward Elgar Publishing
Published: 2014-02-28
Total Pages: 629
ISBN-13: 0857938851
DOWNLOAD EBOOKThe Handbook of Service Marketing Research brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today. Cutting-edge topics include: customer relationships and loy
Author: Steve Baron
Publisher: SAGE Publications Limited
Published: 2010-11-01
Total Pages: 0
ISBN-13: 9781849205740
DOWNLOAD EBOOKWith the rise in deregulated service-based economies in developed countries over the last forty years, an understanding of the marketing of services is essential to the marketing student, researcher, and practitioner. This four-volume collection is structured around the evolution of services marketing scholarship from 1970 to the present, giving an unprecedented, detailed account of the relationship between the theory and practice of services marketing and the changing social, economic, and technical environments over time. Each volume takes a distinct time period and theme as its subject. Volumes one to three offer the last word on services marketing research of the 20th century, with volume four looking towards a unified marketing approach for the current century.
Author: John A. Czepiel
Publisher: Free Press
Published: 1985
Total Pages: 360
ISBN-13:
DOWNLOAD EBOOKAuthor: María de la O Hernández-López
Publisher: BRILL
Published: 2015-05-19
Total Pages: 267
ISBN-13: 9004260161
DOWNLOAD EBOOKIn A Multidisciplinary Approach to Service Encounters, María de la O Hernández-López and Lucía Fernández-Amaya have joined marketing researchers and linguists to provide the tools to understand consumers’ communication in different professional settings. Service encounters have been widely studied due to the fact that the communicative exchange between the customer and the server is essential for the success of the service encounter itself. In this volume, the role of language, linguistics and communication is examined in an area of research that has traditionally been related to business and marketing. This is achieved through the presentation of works from a variety of perspectives that may help to advance in this particular context and also contribute to improving communication in service encounters.
Author: Miriam Firth
Publisher: Channel View Publications
Published: 2020-01-30
Total Pages: 209
ISBN-13: 1845417283
DOWNLOAD EBOOKThis book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.
Author: Miriam Firth
Publisher: Channel View Publications
Published: 2020-01-30
Total Pages: 292
ISBN-13: 1845417291
DOWNLOAD EBOOKThis book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.
Author: Sonja Christ-Brendemühl
Publisher: Springer Nature
Published: 2022-06-27
Total Pages: 284
ISBN-13: 3658378859
DOWNLOAD EBOOKDigital technology is disrupting the prerequisites for most firms in the service industry and frequently forces them to reassess the ratio of human interaction and technology use in service encounters. To retain competitiveness, it seems mandatory to increase service encounter efficiency by embedding digital technology into the existing processes. However, there is little empirical evidence on how such technological implementations affect the sentiments, attitudes, and behaviors of frontline employees. Likewise, research on interrelated customer responses is scarce. To address this matter, this book presents four distinct yet related studies to investigate the impact of digital technology on frontline employees, customers, and ultimately service firms. The results and implications provide meaningful insights for theory and practice.
Author: Jason L. Stienmetz
Publisher: Springer Nature
Published: 2022
Total Pages: 503
ISBN-13: 3030947513
DOWNLOAD EBOOKThis open access book presents the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 29th Annual International eTourism Conference, which assembles the latest research presented at the ENTER2022 conference, which will be held on January 11–14, 2022. The book provides an extensive overview of how information and communication technologies can be used to develop tourism and hospitality. It covers the latest research on various topics within the field, including augmented and virtual reality, website development, social media use, e-learning, big data, analytics, and recommendation systems. The readers will gain insights and ideas on how information and communication technologies can be used in tourism and hospitality. Academics working in the eTourism field, as well as students and practitioners, will find up-to-date information on the status of research.
