What causes poor customer service? You might be surprised.

Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rath

What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipa

Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputat

The Second Edition provides an overview of current research, theory and practice in this expanding field. The editorial team and the authors come from diverse p