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Material Type: | Document, Internet resource |
---|---|
Document Type: | Internet Resource, Computer File |
All Authors / Contributors: |
Christopher H Lovelock; Jochen Wirtz |
OCLC Number: | 1256491091 |
Description: | 1 online resource (xxii, 626 pages : illustrations, map) |
Contents: | New perspectives on marketing in the service economy -- Consumer behavior in a services context -- Positioning services in competitive markets -- Developing service products: core and supplementary elements -- Distributing services through physical and electronic channels -- Setting prices and implementing revenue management -- Promoting services and educating customers -- Designing and managing service processes -- Balancing demand and productive capacity -- Crafting the service environment -- Managing people for service advantage -- Managing relationships and building loyalty -- Complaint handling and service recovery -- Improving service quality and productivity -- Striving for service leadership. |
Responsibility: | Christopher Lovelock, Jochen Wirtz. |
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