000			01850nam a22002657a 4500
003			CUTN
005			20180829125550.0
008			180829b xxu||||| |||| 00| 0 eng d
020			_a9789332587687
020			_a933258768X
041			_aEnglish
082			_a658.8 _bWIR
100			_aWirtz, Jochen
245			_aServices Marketing : _bPeople Technology Strategy _cJochen Wirtz; Christopher Lovelock; Jayanta Chatterjee
250			_a8th Ed.
260			_aNoida : _bPearson Education India, _c2018
300			_a840 p.
505			_t1. Creating Value in the Service Economy _t2. Understanding Service Consumers _t3. Positioning Services in Competitive Markets _t4. Developing Service Products and Brands _t5. Distributing Services Through Physical and Electronic Channels _t6. Service Pricing and Revenue Management _t7. Service Marketing Communications _t8. Designing Service Processes _t9. Balancing Demand and Capacity _t10. Crafting the Service Environment _t11. Managing People for Service Advantage _t12. Managing Relationships and Building Loyalty _t13. Complaint Handling and Service Recovery _t14. Improving Service Quality and Productivity _t15. Building a World-Class Service Organization
650			_aService industries--Marketing
650			_aMarketing
700			_aLovelock, Christopher
700			_aChatterjee, Jayanta
942			_2ddc _cBOOKS
520			_amarketing. 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.
999			_c25672 _d25672