Services marketing : people, technology, strategy (eBook, 2011) []
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Services marketing : people, technology, strategy

Services marketing : people, technology, strategy

Author: Christopher H Lovelock; Jochen Wirtz
Publisher: Boston : Prentice Hall, ©2011.
Edition/Format:   eBook : Document : English : 7th edView all editions and formats

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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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