Coverart for item
The Resource Winning in service markets : success through people, technology and strategy, Jochen Wirtz, Professor, School of Business, National University of Singapore

Winning in service markets : success through people, technology and strategy, Jochen Wirtz, Professor, School of Business, National University of Singapore

Label
Winning in service markets : success through people, technology and strategy
Title
Winning in service markets
Title remainder
success through people, technology and strategy
Statement of responsibility
Jochen Wirtz, Professor, School of Business, National University of Singapore
Creator
Author
Subject
Language
eng
Cataloging source
DLC
http://library.link/vocab/creatorName
Wirtz, Jochen
Dewey number
658
Index
index present
LC call number
HD9980.5
LC item number
.W546 2017
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/subjectName
  • Service industries
  • Branding (Marketing)
  • Customer relations
Label
Winning in service markets : success through people, technology and strategy, Jochen Wirtz, Professor, School of Business, National University of Singapore
Instantiates
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
Dedication -- Preface -- Introduction -- Understanding service products, consumers, and markets -- Creating and capturing value in the service economy -- Understanding service consumers -- Positioning services in competitive markets -- Applying the 4 PS of marketing to services -- Developing service products and brands -- Distributing services through physical and electronic channels -- Service pricing and revenue management -- Service marketing communications -- Managing the customer interface -- Designing service processes -- Balancing demand and capacity -- Crafting the service environment -- Managing people for service advantage -- Developing customer relationships -- Managing relationship and building loyalty -- Complaint handling and service recovery -- Striving for service excellence -- Improving service quality and productivity -- Organizing for service leadership -- Notes -- Index -- Acknowledgements -- About the author
Control code
ocn933438672
Dimensions
23 cm
Extent
xvii., 684 pages
Isbn
9781944659042
Lccn
2016007496
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations (some color)
System control number
  • (Sirsi) o933438672
  • (OCoLC)933438672
Label
Winning in service markets : success through people, technology and strategy, Jochen Wirtz, Professor, School of Business, National University of Singapore
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
Dedication -- Preface -- Introduction -- Understanding service products, consumers, and markets -- Creating and capturing value in the service economy -- Understanding service consumers -- Positioning services in competitive markets -- Applying the 4 PS of marketing to services -- Developing service products and brands -- Distributing services through physical and electronic channels -- Service pricing and revenue management -- Service marketing communications -- Managing the customer interface -- Designing service processes -- Balancing demand and capacity -- Crafting the service environment -- Managing people for service advantage -- Developing customer relationships -- Managing relationship and building loyalty -- Complaint handling and service recovery -- Striving for service excellence -- Improving service quality and productivity -- Organizing for service leadership -- Notes -- Index -- Acknowledgements -- About the author
Control code
ocn933438672
Dimensions
23 cm
Extent
xvii., 684 pages
Isbn
9781944659042
Lccn
2016007496
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations (some color)
System control number
  • (Sirsi) o933438672
  • (OCoLC)933438672

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