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MARC 21

Essentials of services marketing
Tag	Description
020	$a9781292089959
041	$aEng
084	$aHD9980.5.W56 2018
100	$aWirtz, Jochen
245	$aEssentials of services marketing$ht
260	$aHarlow, England$bPearson$c2018
300	$a670 p. : col. ill. ; 29 cm.
307	$bBook
505	$aPart I - Understanding Service Products, Consumers, And Markets Chapter 1: Introduction To Services Marketing Chapter 2: Consumer Behavior In A Services Context Chapter 3: Positioning Services In Competitive Markets Part Ii - Applying The 4ps Of Marketing To Services Chapter 4: Developing Service Products And Brands Chapter 5: Distributing Services Through Physical And Electronic Channels Chapter 6: Setting Prices And Implementing Revenue Management Chapter 7: Promoting Services And Educating Customers Part Iii - Designing And Managing The Customer Interface Chapter 8: Designing Service Processes Chapter 9: Balancing Demand And Capacity Chapter 10: Crafting The Service Environment Chapter 11: Managing People For Service Advantage Part Iv - Developing Customer Relationships Chapter 12: Managing Relationships And Building Loyalty Chapter 13: Complaint Handling And Service Recovery Part V - Striving For Service Excellence Chapter 14: Improving Service Quality And Productivity Chapter 15: Building A World-Class Service Organization Part Vi - Case Studies Case 1: Sullivan Ford Auto World Case 2: Dr Beckett's Dental Office Case 3: Uber Case 4: Banyan Tree Case 5: Kiwi Experience Case 6: Accra Beach Hotel Case 7: Revenue Management Of Gondolas Case 8: Aussie Pooch Mobile Case 9: Shouldice Hospital Limited Case 10: Red Lobster Case 11: Singapore Airlines Case 12: Dr Mahalee Goes To London Case 13: Royal Dining Membership Program Dilemma Case 14: Customer Asset Management At Dhl In Asia Case 15: Starbucks: Delivering Customer Service Case 16: Lux Resorts Case 17: Kidzania: Shaping A Strategic Service Vision For The Future
650	$aService industries --Marketing
650	$aMarketing
700	$aLovelock, Christopher H