Description

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.

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Author Biography

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: R

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CABI (CAB International)

CABI (CAB International) is an international, non-profit body improving lives by providing information & scientific expertise to solve problems in agriculture & the environment.

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Bibliographic Information

  • Publisher/Imprint CABI / CAB International
  • Publication Date September 2024
  • Orginal LanguageEnglish
  • ISBN/Identifier 9781800626775 / 1800626770
  • Publication Country or regionUnited Kingdom
  • FormatHardback
  • Primary Price 95 GBP
  • Pages160
  • ReadershipCollege/higher education; Professional and scholarly
  • Publish StatusPublished
  • Dimensions244 X 172 mm
  • Reference Code6153