Services Marketing : People Technology Strategy Jochen Wirtz; Christopher Lovelock; Jayanta Chatterjee

By:

Wirtz, Jochen

Contributor(s):

Material type: Text

TextLanguage: English Publication details: Noida : Pearson Education India, 2018Edition: 8th EdDescription: 840 pISBN:

9789332587687
933258768X

Subject(s):

DDC classification:

658.8 WIR

Contents:

1. Creating Value in the Service Economy 2. Understanding Service Consumers 3. Positioning Services in Competitive Markets 4. Developing Service Products and Brands 5. Distributing Services Through Physical and Electronic Channels 6. Service Pricing and Revenue Management 7. Service Marketing Communications 8. Designing Service Processes 9. Balancing Demand and Capacity 10. Crafting the Service Environment 11. Managing People for Service Advantage 12. Managing Relationships and Building Loyalty 13. Complaint Handling and Service Recovery 14. Improving Service Quality and Productivity 15. Building a World-Class Service Organization

Summary: marketing. This book takes a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Incorporating the latest academic research, industry trends and technology, social media and case examples, the present edition is suitable for students who want to gain a wider managerial view of the subject.

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Holdings
Item type	Current library	Collection	Call number	Status	Barcode
General Books	CUTN Central Library Medicine, Technology & Management	Non-fiction	658.8 WIR (Browse shelf(Opens below))	Available	33746
General Books	CUTN Central Library Medicine, Technology & Management	Non-fiction	658.8 WIR (Browse shelf(Opens below))	Available	33747
General Books	CUTN Central Library Medicine, Technology & Management	Non-fiction	658.8 WIR (Browse shelf(Opens below))	Available	33748
General Books	CUTN Central Library Medicine, Technology & Management	Non-fiction	658.8 WIR (Browse shelf(Opens below))	Available	33749
Reference Books	CUTN Central Library Medicine, Technology & Management	Reference	658.8 WIR (Browse shelf(Opens below))	Not For Loan	33750

1. Creating Value in the Service Economy
2. Understanding Service Consumers
3. Positioning Services in Competitive Markets

4. Developing Service Products and Brands
5. Distributing Services Through Physical and Electronic Channels
6. Service Pricing and Revenue Management
7. Service Marketing Communications
8. Designing Service Processes
9. Balancing Demand and Capacity
10. Crafting the Service Environment
11. Managing People for Service Advantage
12. Managing Relationships and Building Loyalty
13. Complaint Handling and Service Recovery

14. Improving Service Quality and Productivity

15. Building a World-Class Service Organization

marketing. This book takes a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Incorporating the latest academic research, industry trends and technology, social media and case examples, the present edition is suitable for students who want to gain a wider managerial view of the subject.

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