Customer Experience Management in the Caribbean: Concepts, Case Studies and Challenges

Customer Experience Management in the Caribbean
Copyright
Contents
Contributors
Preface
Acknowledgements
1 Customer Experience Management: Opportunities, Challenges and Trends
2 Delivering Service Experiences in the Shadow of the Plantation
3 Improving the Customer Experience for Persons Accessing the National Emergency Ambulance Service on the Island of Trinidad
4 Improving Customer Satisfaction from a Service Productivity Perspective
5 The Impact of an Environmental Shock on Customer Expectations and Perceptions in Selected Hotels in Jamaica
6 Experiences or Commodities? The Peer-to-Peer Experience in Jamaica
7 The Role of Customer Experience Leadership
8 Enhancing the Student Experience: A Case Study of The University of the West Indies, St. Augustine Campus, Trinidad
9 Improving Customer Service in the Caribbean Through the Implementation of Total Quality Management Principles
10 Human Resources Management and the Customer Experience within the Hospitality Industry
11 Culture Counts: Building Out the Marriott Brand in Kingston, Jamaica
12 Delivering on CX Promises: Case Studies of NCB, the VM Group, MIB and the GraceKennedy Group
13 Customer Experience and Loyalty to Digicel Jamaica: A Behavioural Perspective
14 The Way Forward
Index