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Services marketing: people, technology and strategy

By: Wirtz, JochenContributor(s): Lovelock, Christopher | Chatterjee, JayantaMaterial type: TextTextPublication details: New Delhi Pearson India Education Services Pvt. Ltd. 2018 Edition: 8thDescription: xxii, 817 pISBN: 9789332587687Subject(s): Service industries--Marketing | Customer servicesDDC classification: 658.8 Summary: Services Marketing: People, Technology, Strategy, 8e, is a globally renowned textbook for services marketing. This book takes a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Incorporating the latest academic research, industry trends and technology, social media and case examples, the present edition is suitable for students who want to gain a wider managerial view of the subject.
List(s) this item appears in: Marketing
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Holdings
Item type Current library Collection Call number Copy number Status Date due Barcode
Book Book Indian Institute of Management LRC
General Stacks
Marketing 658.8 WIR (Browse shelf(Opens below)) 1 Available 000611
Book Book Indian Institute of Management LRC
General Stacks
Marketing 658.8 WIR (Browse shelf(Opens below)) 2 Available 000098
Book Book Indian Institute of Management LRC
General Stacks
Marketing 658.8 WIR (Browse shelf(Opens below)) 3 Available 000099
Book Book Indian Institute of Management LRC
General Stacks
Marketing 658.8 WIR (Browse shelf(Opens below)) 4 Available 000100
Book Book Indian Institute of Management LRC
General Stacks
Marketing 658.8 WIR (Browse shelf(Opens below)) 5 Available 000101
Book Book Indian Institute of Management LRC
General Stacks
Marketing 658.8 WIR (Browse shelf(Opens below)) 6 Available 000102
Book Book Indian Institute of Management LRC
General Stacks
Marketing 658.8 WIR (Browse shelf(Opens below)) 7 Available 000103

Table of Content
Part I: Understanding Service Products, Consumers, And Markets
1. Creating Value in the Service Economy
2. Understanding Service Consumers
3. Positioning Services in Competitive Markets
Part II: Applying the 4 Ps of Marketing to Services
4. Developing Service Products and Brands
5. Distributing Services Through Physical and Electronic Channels
6. Service Pricing and Revenue Management
7. Service Marketing Communications
Part III: Managing the Customer Interface
8. Designing Service Processes
9. Balancing Demand and Capacity
10. Crafting the Service Environment
11. Managing People for Service Advantage
Part IV: Developing Customer Relationships
12. Managing Relationships and Building Loyalty
13. Complaint Handling and Service Recovery
Part V: Striving for Service Excellence
14. Improving Service Quality and Productivity
15. Building a World-Class Service Organization
Part VI: Case Studies

Services Marketing: People, Technology, Strategy, 8e, is a globally renowned textbook for services

marketing. This book takes a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Incorporating the latest academic research, industry trends and technology, social media and case examples, the present edition is suitable for students who want to gain a wider managerial view of the subject.

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