Services marketing : people, technology, strategy /: people, technology, strategy. (2011)

• Record Type: Book
• Further Information: Note: Christopher Lovelock, Jochen Wirtz.
• Other Names: Lovelock, Christopher H; Wirtz, Jochen
• Contents: Understanding services products, consumers, and markets -- New perspectives on marketing in the service economy -- Consumer behavior in a services context -- Positioning services in competitive -- Applying the 4 Ps of marketing to services -- Developing services products, core and supplementary elements -- Distributing services through physical and electronic channels -- Setting prices and implementing revenue management -- Promoting services and educating customers -- Managing the customer interface -- Designing and managing service processes -- Balancing demand and productive capacity -- Crafting the service environment -- Managing people for service advantage -- Implementing profitable service strategies -- Managing relationships and building loyalty -- Complaint handling and service recovery -- Improving ser
• Publisher Details: Boston : Pearson
• Publication Date: 2011
• Extent: 1 online resource (648 pages), illustrations, maps
• Subjects: 658.8; Marketing -- Management; Professions -- Marketing; Service industries -- Marketing; Customer services -- Marketing; Customer services -- Marketing; Marketing -- Management; Professions -- Marketing; Service industries -- Marketing; Dienstleistungssektor; Marketing; Dienstensector; Marketing; BUSINESS & ECONOMICS / Industrial Management; BUSINESS & ECONOMICS / Management; BUSINESS & ECONOMICS / Management Science; BUSINESS & ECONOMICS / Organizational Behavior; Electronic books
• Languages: English
• ISBNs: 9781292014241; 1292014245; 9781336101074; 1336101075
• Related ISBNs: 9780136118749; 0136118747; 0273756060; 9780273756064
• Notes: Note: Includes bibliographical references.; Note: Print version record.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.