This timely book is a comprehensive overview of customer service principles theories and practices. It looks at the best practices of service enterprises and the delivery of superior customer service. It also includes classic and contemporary theories relating to the consumers managers and their behaviors in organizational setting. The book uses real-life applications through examples from business enterprises in various service sectors including hotels restaurants theme parks event management airlines cruises (e-)retailers and finance. This book covers important concepts in service design and delivery including customer experiences peer-to-peer services the organization’s servicescape quality measurement tools and use of technologies. The book also gives insights into consumers including their expectations attitudes emotions word-of-mouth behaviors and strategies to ensure their loyalty. It also looks at developments in service theory and practice which remain relatively unexplored by existing textbooks. Filled with real-world case studies in various service sectors this textbook will be particularly useful for students in hospitality guest services and services marketing. | Customer Service Marketing Managing the Customer Experience