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Services marketing : people, technology, strategy

Author: Christopher H Lovelock; Jochen Wirtz
Publisher: Upper Saddle River, N.J. : Pearson/Prentice Hall, ©2007.
Edition/Format:   Print book : English : 6th edView all editions and formats
Summary:

For advanced undergraduate and MBA/EMBA courses in Services Marketing. Organized around a strategic marketing framework to give instructors maximum flexibility in teaching and take students deeper  Read more...

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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Christopher H Lovelock; Jochen Wirtz
ISBN: 0131875523 9780131875524 9780132056762 0132056763
OCLC Number: 70698948
Description: xx, 648 pages : illustrations ; 29 cm
Contents: New Perspectives on Marketing in the Service Economy --
Customer Behavior in Service Encounters --
Developing Service Concepts: Core and Supplementary Elements --
Distributing Services through Physical and Electronic Channels --
Exploring Business Models: Pricing and Revenue Management --
Educating Customers and Promoting the Value Proposition --
Positioning Services in Competitive Markets --
Designing and Managing Service Processes --
Balancing Demand against Productive Capacity --
Crafting the Service Environment --
Managing Service Employees for Competitive Advantage --
Creating Relationships and Building Customer Loyalty --
Achieving Service Recovery and Obtaining Customer Feedback --
Improving Service Quality and Productivity --
Organizing for Change Management and Service Leadership.
Responsibility: Christopher Lovelock, Jochen Wirtz.
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