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Bib ID: 156867

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You searched Book & Serials - Bib ID: 156867
DC Call No. 658.8 L911S 2016
ISBN 9781944659011 (pbk.)
Author Wirtz, Jochen
Title Services marketing : people, technology, strategy / Jochen Wirtz, Christopher Lovelock.
Edition 8th ed.
Imprint Hackensack, N.J. : World Scientific Publishing, c2016.
Physical Description xvii, 783 p. : ill., charts.
Content Note Part 1. Understanding service products, consumers, and markets. 1, Creating value in the service economy. 2, Understanding service consumers. 3, Positioning services in competitive markets -- Part 2. Applying the 4 PS of marketing to services. 4, Developing service products and brands. 5, Distributing services through physical and electronic channels. 6, Service pricing and revenue management. 7, Service marketing communications -- Part 3. Managing the customer interface. 8, Designing service processes. 9, Balancing demand and capacity. 10, Crafting the service environment. 11, Managing people for service advantage -- Part 4. Developing customer relationships. 12, Managing relationships and building loyalty. 13, Complaint handling and service recovery -- Part 5. Striving for service excellence. 14, Improving service quality and productivity. 15, Building a world-class service organization -- Part 6. Case studies.
Subject Marketing -- Management
Subject Professions -- Marketing
Subject Service industries -- Marketing
Subject Customer services -- Marketing
Added Author Lovelock, Christopher H.
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Call Number 658.8 L911S 2016
Location CL_General Book
Copy 1
Status Available
Item Number 1000187044

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