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

By: Wirtz, Jochen, author Contributor(s): Lovelock, Christopher, author Material type: Text

TextPublisher: New Jersey : World Scientific Publishing Co. Inc., c2016Edition: Eight editionDescription: xvii, 783 pages : illustrated : 28 cmISBN: 9781944659011 (paperback)Subject(s): Professions -- Marketing | Service industries -- MarketingLOC 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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Item type	Current location	Collection	Shelving location	Call number	Copy number	Status	Date due	Barcode
Book	Cavite State University - CCAT Campus	Book	GCS	CIR HF 5415.13 W57 2016 (Browse shelf)	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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