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This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful and exceptional experiences.

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Great retailers are great at service.  No exceptions.  This book offers a wealth of insight into delivering excellent retail service."    ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M, University   "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transfo...

Great retailers are great at service.  No exceptions.  This book offers a wealth of insight into delivering excellent retail service."    ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M, University   "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transfo...