\u003cp\u003e\u003cstrong\u003eNew for this edition:\u003c/strong\u003e\u003c/p\u003e\r\n\u003cul\u003e\r\n \u003cli\u003eFully revised and updated throughout.\u003c/li\u003e\r\n \u003cli\u003eThree new cases on sustainability and customer service, plus updated cases throughout.\u003c/li\u003e\r\n \u003cli\u003eBrand new chapter on \u003cem\u003eâCustomer Service and Sustainabilityâ\u003c/em\u003e, covering topics such as:\r\n \u003cul\u003e\r\n \u003cli\u003eThe role of customer service in promoting sustainability.\u003c/li\u003e\r\n \u003cli\u003eHow sustainable practices lead to customer loyalty.\u003c/li\u003e\r\n \u003cli\u003eHow service quality perception affects the authenticity of sustainability initiatives.\u003c/li\u003e\r\n \u003cli\u003eThree new case studies demonstrating customer service and sustainability in practice.\u003c/li\u003e\r\n \u003c/ul\u003e\r\n \u003c/li\u003e\r\n \u003cli\u003eNew and extended material and case studies on AI and its influence on customer service.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003eA fully revised and updated edition of this bestselling and unique text, this book explains not only the theory behind the importance of customer service but also serves as a guidebook for those wishing to put this theory into practice. It provides both the \u003cstrong\u003eâwhysâ\u003c/strong\u003e and \u003cstrong\u003eâhowsâ\u003c/strong\u003e of customer service.\u003c/p\u003e\r\n\r\n\u003cp\u003eFully updated with current statistics, trends, and examples, this edition includes references to the latest research from both academic and practitioner literature.\u003c/p\u003e\r\n\r\n\u003cp\u003e\u003cstrong\u003eChapters cover important topics such as:\u003c/strong\u003e\u003c/p\u003e\r\n\u003cul\u003e\r\n \u003cli\u003eThe financial and behavioral consequences of customer service.\u003c/li\u003e\r\n \u003cli\u003eConsumer trends influencing service.\u003c/li\u003e\r\n \u003cli\u003eDeveloping and maintaining a service culture.\u003c/li\u003e\r\n \u003cli\u003eManaging service encounters.\u003c/li\u003e\r\n \u003cli\u003eThe importance of market research.\u003c/li\u003e\r\n \u003cli\u003eBuilding and maintaining customer relationships.\u003c/li\u003e\r\n \u003cli\u003eProviding customer service through the servicescape.\u003c/li\u003e\r\n \u003cli\u003eThe impact of technology on customer service.\u003c/li\u003e\r\n \u003cli\u003eThe importance of service recovery.\u003c/li\u003e\r\n \u003cli\u003ePromoting customer service internally and externally.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003eThe \u003cstrong\u003efourth edition\u003c/strong\u003e of this bookâlike its predecessorsâis easy to read, highly relevant, and packed with references to the latest research. It features brand new material on sustainability and AI in the context of customer service, along with three new case studies related to these topics.\u003c/p\u003e\r\n\r\n\u003cp\u003e\u003cstrong\u003eAbout the Authors\u003c/strong\u003e\u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003eDr. Simon Hudson\u003c/strong\u003e is an Endowed Chair in Tourism at the University of South Carolina, USA.\u003c/p\u003e\r\n\u003cp\u003e\u003cstrong\u003eLouise Hudson\u003c/strong\u003e is a freelance journalist living in South Carolina, USA.\u003c/p\u003e
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