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Essentials of Services Marketing, 3rd Edition

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Essentials of Services Marketing, 3rd Edition by Christopher H. Lovelock, Jochen Wirtz, Patricia Chew

ISBN 10: 1292089954
ISBN 13: 9781292089959

Book in PDF format.
Instant download after payment.

Description

  • PART 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

Published by Pearson (May 2nd 2017)

Essentials of Services Marketing, 3rd Edition by Christopher H. Lovelock, Jochen Wirtz, Patricia Chew

Book in PDF format.
Instant download after payment.

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