Searching...
The Bookstore is searching for this book, please wait
Searching...
The system is searching for this student, please wait
Services Marketing
|
|
| Author(s): |
Christopher Lovelock, Jochen Wirtz |
| Publisher: |
Upper Saddle River, N.J. : Pearson/Prentice Hall, c2007. |
| Availability: |
1 in stock |
| Price: |
€50.00 |
Reference |
| ISBN: |
0131875523 |
| Category: |
Business & Management |
|
Notes
Includes bibliographical references and indexes.
Ch. 1. New perspectives on marketing in the service economy -- Ch. 2. Customer behavior in service encounters -- Ch. 3. Developing service concepts : core and supplementary elements -- Ch. 4. Distributing services through physical and electronic channels -- Ch. 5. Exploring business models : pricing and revenue management -- Ch. 6. Educating customers and promoting the value proposition -- Ch. 7. Positioning services in competitive markets -- Ch. 8. Designing and managing service processes -- Ch. 9. Balancing demand and productive capacity -- Ch. 10. Crafting the service environment -- Ch. 11. Managing people for service advantage -- Ch. 12. Managing relationships and building loyalty -- Ch. 13. Achieving service recovery and obtaining customer feedback -- Ch. 14. Improving service quality and productivity -- Ch. 15. Organizing for change management and service leadership.
Options
