Essentials of services marketing [electronic resource] / Jochen Wirtz, Christopher Lovelock.
Material type: TextPublication details: Harlow, England : Pearson, 2018.Edition: 4th EditionDescription: 1 online resource (xxxii, 670 pages) : illustrations (chiefly colour)ISBN:- 978-1-292-08995-9
Item type | Current library | Call number | Status | Date due | Barcode | |
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E-Resources | Main Library E-Resources | 658.8 W799 (Browse shelf(Opens below)) | Available | E000764 |
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658.8 M345 Marketing : an introduction. | 658.8 M367 Marketing management | 658.8 P957 Principles of marketing | 658.8 W799 Essentials of services marketing | 658.802 G585 Unleashing the ideavirus | 658.802 T656 Strategic marketing : market-oriented corporate and business unit planning / | 658.802 W812 100 ways to kill your business / |
Includes index.
1. Introduction to Services Marketing -- 2. Consumer Behavior in a Services Context -- 3. Positioning Services in Competitive Markets -- 4. Developing Service Products and Brands -- 5. Distributing Services through Physical and Electronic Channels -- 6. Setting Prices and Implementing Revenue Management -- 7. Promoting Services and Educating Customers -- 8. Designing Service Processes -- 9. Balancing Demand and Capacity -- 10. Crafting the Service Environment -- 11. Managing People for Service Advantage -- 12. Managing Relationships and Building Loyalty -- 13. Complaint Handling and Service Recovery -- 14. Improving Service Quality and Productivity -- 15. Building a World-Class Service Organization -- 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.
'Essentials of Services Marketing' is meant for courses directed at undergraduate and polytechnic students, especially those heading for a career in the service sector, whether at the executive or management level. It delivers streamlined coverage of services marketing topics with an exciting global outlook with visual learning aids and clear language. It has been designed so that instructors can make selective use of chapters and cases to teach courses of different lengths and formats in either services marketing or services management.
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