Wirtz, Jochen, author. <br/><br/>
Services marketing :  people, technology, strategy / 
Jochen Wirtz, Christopher Lovelock. 
 - Eight edition. 
 - New Jersey :  World Scientific Publishing Co. Inc.,  c2016. 
 - xvii, 783 pages :  illustrated :  28 cm 
<br/><br/>Includes bibliographical references and index.Part I 
<br/><br/>Part I : Understanding service products, consumers, and markets<br/>1. Creating value in the service economy<br/>2. Understanding service consumers<br/>3. Positioning services competitive markets<br/>Part II : Applying the 4 Ps of marketing to services<br/>4. Developing service products and brands<br/>5. Distributing services through physical and electronic channels<br/>6. Service pricing and revenue management<br/>7. Service marketing communications<br/>Part III : Managing the customer interface<br/>8. Designing service processes<br/>9. Balancing demand and capacity<br/>10. Crafting the service environment<br/>11. Managing people for service advantage<br/>Part IV : Developing customer relationships<br/>12. Managing relationships and building loyalty<br/>13. Complaint handling and service recovery<br/>Part V : Striving for Service Excellence<br/>14. Improving service quality and productivity<br/>15. Building a world-class service organization<br/>Part VI : Case Studies<br/> 
<br/><br/><br/>In English text. 
<br/><br/><label>ISBN: </label>9781944659011 (paperback) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Professions--Marketing.<br/>Service industries--Marketing.
<br/><br/><label>LC Class. No.: </label>HF 5415.13   / W57 2016