000			01611aam a2200205 4500
999			_c106240 _d106240
008			170425b xxu||||| |||| 00| 0 eng d
020			_a9781944659011
082			_a658.805 _bLOV
100			_aWirtz, Jochen _934923
245			_aServices Marketing: People, Technology and Strategy
250			_a8th ed
260			_bWorld Scientific Publishing Co. Pte. Ltd. _c2016 _aNew Jersey
300			_a783p
500			_aPart 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
600			_aCustomer Services - Professions - Marketing _911668
600			_aMarketing - Management _911669
600			_aService Industries _97016
700			_aLovelock, Christopher _93079
942			_2ddc _cLB _k658.805 _mLOV