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4.4
102 reviewsISBN 10: 0134123905
ISBN 13: 9780134123905
Author: Christopher Lovelock, Jochen Wirtz
Understanding Services and the Service Economy
The Nature of Services
Consumer Behavior in Services
Customer Expectations and Perceptions of Service
Service Quality and Customer Satisfaction
Developing Service Products
Pricing of Services
Distribution of Services
Integrated Services Marketing Communications
Managing the Customer Interface
Designing and Managing Service Processes
Balancing Demand and Capacity
Managing People in Service Organizations
Managing Relationships and Building Loyalty
Complaint Handling and Service Recovery
Technology and the Future of Services Marketing
Global Issues in Services Marketing
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Tags: Christopher Lovelock, Jochen Wirtz, Services, marketing