An edition of Winning in service markets
(2017)
Winning in service markets
success through people, technology and strategy
by Jochen Wirtz
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Winning in service markets: success through people, technology and strategy
2017, World Scientific Publishing Co Pte Ltd
in English
1944659048 9781944659042
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Book Details
Table of Contents
Preface
Introduction
Understanding service products, consumers, and markets
Creating and capturing value in the service economy
Consumer behavior in a services context
Positioning services in competitive markets
Applying the 4 Ps of marketing to services
Developing service products and brands
Distributing services
Pricing services and revenue management
Service marketing communications
Managing the customer interface
Designing service processes
Balancing demand and capacity
Crafting the service environment
Managing people for service advantage
Developing customer relationships
Managing relationship and building loyalty
Complaint handling and service recovery
Striving for service excellence
Improving service quality and productivity
Building a world-class service organization
Endnotes
Index.
Edition Notes
Includes bibliographical references and index.
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The Physical Object
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| July 19, 2019 | Created by MARC Bot | import new book |