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Bib ID: 158542

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You searched Book & Serials - Bib ID: 158542
DC Call No. 658.8 W799E 2018
ISBN 9781292089959 (pbk.)
Author Wirtz, Jochen
Title Essentials of services marketing / Jochen Wirtz, Christopher Lovelock.
Edition 3rd ed.
Imprint Harlow, England : Pearson Education, c2018.
Physical Description 670 p. : ill., charts.
Content Note Part 1. Understanding service markets, products, and customers. 1, Introduction to services marketing. 2, Consumer behavior in a services context. 3, Positioning services in competitive markets -- Part 2. Applying the 4Ps of marketing to services. 4, Developing service products and brands. 5, Distributing services through physical and electronic channels. 6, Setting prices and implementing revenue management. 7, Promoting services and educating customers -- 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. Cases.
Subject Service industries -- Marketing
Added Author Lovelock, Christopher H.
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Call Number 658.8 W799E 2018
Location CL_General Book
Copy 1
Status Due Date: 29-4-2018 00:00
Item Number 1000188587

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