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Services marketing : people, technology, strategy / Jochen Wirtz and Christopher Lovelock.

By: Contributor(s): Material type: TextTextPublisher: New Jersey : World Scientific, [2016]Copyright date: ©2016Edition: Eighth editionDescription: xvii, 783 pages : color illustrations ; 28 cmContent type:
Media type:
Carrier type:
ISBN:
  • 9781944659011 (paperback)
  • 9781944659004 (hardback)
Subject(s): Additional physical formats: Electronic version: Services marketing : people, technology, strategy.DDC classification:
  • 658.8 WIR
Available additional physical forms:
  • Also available in electronic form.
Contents:
Creating value in the service economy -- Understanding service consumers -- Positioning services in competitive markets -- Developing service products and brands -- Distributing services through physical and electronic channels -- Service pricing and revenue management -- Service marketing communications -- Designing service processes -- Balancing demand and 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 -- Building a world-class service organization.
Holdings
Item type Current library Call number Status Date due Barcode
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 WIR (Browse shelf(Opens below)) Available 225826
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 WIR (Browse shelf(Opens below)) Available 225883
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 WIR (Browse shelf(Opens below)) Available 225882
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 WIR (Browse shelf(Opens below)) Checked out 16/06/2023 225881

Includes bibliographical references and indexes.

Creating value in the service economy -- Understanding service consumers -- Positioning services in competitive markets -- Developing service products and brands -- Distributing services through physical and electronic channels -- Service pricing and revenue management -- Service marketing communications -- Designing service processes -- Balancing demand and 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 -- Building a world-class service organization.

MTU Cork Module SPRT7018 - Core reading.

Also available in electronic form.

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