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eBook Vst
Disponibilidad: En existencia
ISBN: 9781292090061
Precio sin IVA:
$ 151.000,00

Edición: 3
Copyright: 2019
Páginas: 784

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Essentials of Services Marketing (ebook)

By Jochen Wirtz, Patricia Chew, Christopher H. Lovelock


The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed. Essentials of Services Marketing, 3rd Edition, 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.

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