@inbook{f17f1320e0a241fea92b09a1bacf64e3,
title = "Customer Experience Exemplars: Angry Birds",
keywords = "512 Business and Management, KOTA2014",
author = "Apramey Dube",
note = "Customer experience management has become an important research and management topic in today{\textquoteright}s interconnected world. A groundbreaking resource for business students and managers in all industries, Customer Experience Management: Enhancing Experience and Value through Service Management illustrates how service management can be effectively used to create positive customer experiences in all industry sectors. Managers who conceptualize their offerings as experiences will gain a new understanding of their business and will be well-placed to design and re-engineer customer experiences that can produce a positive impact both outside and inside the organization, giving them an advantage in the competitive marketplace! Now available in print and eBook formats, Customer Experience Management: Enhancing Experience and Value through Service Management: • Describes an organization-wide paradigm shift in which customers and employees are perceived as partners, with an equal stake in the firm, rather than as external entities. • Offers the reader a series of management concepts to demonstrate how operations, marketing and human resources can be effectively used to ensure a positive customer experience. • Illustrates how service management concepts have a direct application in all organizations that aim to offer superior value to their customers and leading to customer loyalty, market leadership, and profitability. Volume: Proceeding volume: ",
year = "2014",
language = "English",
isbn = "978-1-4652-4107-8",
editor = "Jay Kandampully",
booktitle = "Customer Experience Management",
publisher = "Kendall Hunt Publishing Company",
address = "United States",
edition = "1",
}