Diving into the evolution of Customer Experience, this text offers an insightful exploration of the paradigm shift from customer service to Customer Experience (CX) within the Caribbean context. Unveiling the dynamics of CX's influence on satisfaction, loyalty, and business profitability, this book delves into strategic planning, employee development, data-driven decisions, and emerging technological trends, and it fills a crucial gap in the literature with:
- An array of Caribbean case studies;
- Enhanced theoretical concepts and a deep appreciation of customer experience management in the Caribbean;
- References of best practices to address critical issues affecting the delivery of a quality customer experience.
Scholars and practitioners within customer service, services marketing, customer experience management and customer relationship marketing in the retail hospitality and tourism, financial, health care and education sectors will find this a valuable resource on CX's transformative power in this region and beyond.
Daugiau informacijos
Academics and researchers working within customer service, services marketing, customer experience management, customer relationship marketing, retail management, hospitality and tourism management.
Chapter 1: Customer Experience Management: Opportunities, Challenges and
Trends
Chapter 2: Delivering Service Experiences in the Shadow of the
Plantation
Chapter 3: Improving the Customer Experience for Persons Accessing
the National Emergency Ambulance Service on the Island of Trinidad
Chapter 4:
Improving Customer Satisfaction from a Service Productivity Perspective
Chapter 5: The Impact of an Environmental Shock on Customer Expectations and
Perceptions in selected Hotels in Jamaica
Chapter 6: Experiences or
Commodities? The Peer-to-Peer Experience in Jamaica
Chapter 7: The Role of CX
Leadership
Chapter 8: Enhancing the Student Experience: A Case Study of The
University of the West Indies, St. Augustine Campus, Trinidad
Chapter 9:
Improving Customer Service in the Caribbean through the Implementation of
Total Quality Management (TQM) Principles
Chapter 10: Human Resources
Management and the Customer Experience within the Hospitality Industry
Chapter 11: Culture Counts: Building out the Marriott Brand in Kingston,
Jamaica
Chapter 12: Delivering on CX Promises: Case Studies of NCB, The VM
Group, MIB and the Grace Kennedy Group
Chapter 13: Customer Experience and
Loyalty to Digicel Jamaica: A Behavioural Perspective
Chapter 14: The Way
Forward
Leslie-Ann Jordan (Edited By) Dr. Leslie-Ann Jordan, is a Senior Lecturer, Hospitality and Tourism Management at the University of the West Indies (The UWI), Department of Management Studies, St. Augustine, Trinidad, with more than 18 years teaching experience. She holds a B.Sc. in Tourism Management (First Class Honours) from The UWI and a Post-graduate Diploma in Tourism Management (with Distinction) and Ph.D. in Tourism Policy and Planning from the University of Otago, New Zealand. Her research interests include tourism development in small island developing states (SIDS) with special reference to the Anglophone Caribbean; tourism planning and development and tourism policy and decision-making. More recent research focuses on cruise tourism, heritage tourism, festival and event management and service management. Dr. Jordan is the lead editor of the text Sports Event Management: The Caribbean Experience (Ashgate, 2011) and co-editor of the text Managing Crises in Tourism: Resilience Strategies from the Caribbean (Palgrave Macmillan, 2021).
Anne P. Crick (Edited By) Dr. Anne Crick is currently Senior Lecturer and former Head of the Department of Management Studies and the Centre for Hospitality and Tourism Management of the University of the West Indies Mona Campus. Before joining The UWI, she worked for several years in some of Jamaica's leading hotels in training and food and beverage management. She has a BSc in Hotel Management from the University of the West Indies, a M.S. in Organizational Management from Penn State University and a PhD in Organizational Management from Rutgers University. Her research areas include organizational culture, quality service management and Caribbean hospitality and tourism. She is also a certified trainer and has worked with several of Jamaica's leading hotels and financial institutions on various training and developmental programmes. She has recently concluded a major HR audit of tourism in the Caribbean region where she acted as Team Lead. She is a former Board Member of the Human Resource Management Association of Jamaica (HRMAJ) where she chaired the Research and Publications Committee. She is also a member of the Jamaica Customer Service Association and a director of the Group Board of Jamaica Money Market Brokers (JMMB). Her passion is for quality service delivery to internal and external customers in all areas of organizational life.
