Services marketing : people, technology, strategy / Jochen Wirtz, Christopher Lovelock.

By:

Wirtz, Jochen, author

Contributor(s):

Lovelock, Christopher, author

Material type:

TextPublication details: New Jersey : World Scientific Publishing Co. Inc., c2016.Edition: Eight editionDescription: xvii, 783 pages : illustrated : 28 cmISBN:

9781944659011 (paperback)

Subject(s):

LOC classification:

HF 5415.13 W57 2016

Contents:

Part I : Understanding service products, consumers, and markets 1. Creating value in the service economy 2. Understanding service consumers 3. Positioning services competitive markets Part II : 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 III : 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 IV : Developing customer relationships 12. Managing relationships and building loyalty 13. Complaint handling and service recovery Part V : Striving for Service Excellence 14. Improving service quality and productivity 15. Building a world-class service organization Part VI : Case Studies

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Holdings
Cover image	Item type	Current library	Home library	Collection	Shelving location	Call number	Materials specified	Vol info	URL	Copy number	Status	Notes	Date due	Barcode	Item holds	Item hold queue priority	Course reserves
	Book	Cavite State University - CCAT Campus		Book	GCS	CIR HF 5415.13 W57 2016 (Browse shelf(Opens below))				1	Available			R0011493

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Includes bibliographical references and index.Part I

Part I : Understanding service products, consumers, and markets
1. Creating value in the service economy
2. Understanding service consumers
3. Positioning services competitive markets
Part II : 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 III : 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 IV : Developing customer relationships
12. Managing relationships and building loyalty
13. Complaint handling and service recovery
Part V : Striving for Service Excellence
14. Improving service quality and productivity
15. Building a world-class service organization
Part VI : Case Studies

In English text.

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