Services Marketing: People, Technology and Strategy

By:

Wirtz, Jochen

Contributor(s):

Lovelock, Christopher

Material type: Text

TextPublication details: World Scientific Publishing Co. Pte. Ltd. 2016 New JerseyEdition: 8th edDescription: 783pISBN:

9781944659011

Subject(s):

DDC classification:

658.805 LOV

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Holdings
Item type	Current library	Item location	Collection	Call number	Status	Date due	Barcode	Item holds
Book	NIMA Knowledge Centre	6th Floor Reading Zone	General	658.805 LOV (Browse shelf(Opens below))	Checked out	20/08/2025	M0032659

Total holds: 0

Part I: Understanding Service Products, Consumers and Markets
1. Creating Value in the Service Economy
2. Understanding Service Consumers
3. Positioning Services in Competitive Markets

Part II: Applying the 4 Ps of Marketing of 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: Managing the Customer Interface
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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