000			01938nam a22002657a 4500
003			OSt
005			20220626224209.0
008			220626b ||||| |||| 00| 0 eng d
020			_a9781944659011 (paperback)
040			_aCvSU-CCAT Campus Library. _bEnglish. _cCvSU-CCAT Campus Library. _erda.
050			_aHF 5415.13 _bW57 2016
100			_aWirtz, Jochen, author. _95726
245			_aServices marketing : _bpeople, technology, strategy / _cJochen Wirtz, Christopher Lovelock.
250			_aEight edition.
260			_aNew Jersey : _bWorld Scientific Publishing Co. Inc., _cc2016.
300			_axvii, 783 pages : _billustrated : _c28 cm
504			_aIncludes bibliographical references and index.Part I
505			_aPart 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
546			_aIn English text.
650			_aProfessions _vMarketing. _95727
650			_aService industries _vMarketing. _93192
700			_aLovelock, Christopher, author. _95728
942			_2lcc _cBK _eEight edition. _hHF 5415.13 W57 2016 _kCIR
999			_c1788 _d1788