The New Paradigm in Retailing
E-Book, Englisch, 341 Seiten, eBook
ISBN: 978-1-4614-1554-1
Verlag: Springer US
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)
Zielgruppe
Research
Autoren/Hrsg.
Weitere Infos & Material
1;Service Management;4
2;Preface;8
3;Acknowledgments;14
4;Contents;16
5;About the Authors;18
6;Contributors;32
7;Chapter 1: Service as the New Paradigm in Retailing;34
8;Chapter 2: The Service Imperative in the Retailing Industry;40
9;Chapter 3: Customer Service: Does It Matter?;58
10;Chapter 4: A Framework for Applying Customer Insight and Context to the Development of a Shopping Experience Strategy;75
11;Chapter 5: Why Loyalty Matters in Retailing;98
12;Chapter 6: Strategic Service Innovation Management in Retailing;114
13;Chapter 7: Electronic Retailing and Service Quality;127
14;Chapter 8: Using Multichannel Marketing Activities to Build Customer Relationships: As Pertaining to the Consumer Electronics Retail Sector;147
15;Chapter 9: Reinventing the Customer Experience: Technology and the Service Marketing Mix;172
16;Chapter 10: Multicultural Consumers and the Retail Service Experience;190
17;Chapter 11: Culture and Social Media: Changing Service Expectations;214
18;Chapter 12: Complaint Management in Retailing;235
19;Chapter 13: Retailer Branding Through Excellence in Service;259
20;Chapter 14: Values Resonance Drives Sustainable Customer Value: Lessons from IKEA;277
21;Chapter 15: Lessons from History: What Today’s Retailers Can Learn from the Marketing of The Wizard of Oz Stage Show in the 1900s;298
22;Chapter 16: Paradigm Shifters in Retailing;311
23;Index;333