Consumers expect poor service experiences : customer service expectations across 10 industries and five generations
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| Tag | 1 | 2 | Value |
|---|---|---|---|
| LDR | 00000cam a22000004b 4500 | ||
| 001 | MAP20090103542 | ||
| 003 | MAP | ||
| 005 | 20191202111908.0 | ||
| 008 | 091209s2009 esp|||| ||| ||spa d | ||
| 040 | $aMAP$bspa$dMAP | ||
| 084 | $a217 | ||
| 245 | 0 | 0 | $aConsumers expect poor service experiences$b : customer service expectations across 10 industries and five generations$cby Bruce D. Temkin... [et al.] |
| 260 | $aCambridge$bForrester Research$c2009 | ||
| 490 | 0 | $aFor customer experience professionals | |
| 520 | $aMost customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue. Expectations are not the same across industries. Consumers expect the best service from retailers, banks, and hotels, and they expect the poorest service from computer makers and health insurers. Seniors have the highest expectations, except when it comes to technology products. Helping customers resolve issues represents a key moment of truth for customer experience efforts | ||
| 650 | 1 | $0MAPA20080593483$aServicio al cliente | |
| 650 | 1 | $0MAPA20080573867$aSeguro de salud | |
| 650 | 1 | $0MAPA20080590567$aEmpresas de seguros | |
| 650 | 1 | $0MAPA20080607104$aMarketing de servicios | |
| 650 | $0MAPA20190001328$aMárketing de la empresa de seguros | ||
| 700 | 1 | $0MAPA20080180690$aTemkin, Bruce D. | |
| 710 | 2 | $0MAPA20080436582$aForrester | |
| 830 | 0 | $0MAPA20080528355$aFor Customer experience professionals |