000			02102nam a22002417a 4500
999			_c349 _d349
005			20190923120340.0
008			190905b ||||| |||| 00| 0 eng d
020			_a9788131759394
082			_a658.8 _bWIR
100			_aWirtz, Jochen _9879
245			_aServices marketing: people, technology and strategy
250			_a7th
260			_aNew Delhi _bPearson India Education Services Pvt. Ltd. _c2018
300			_axxi, 683 p.
365			_aINR _b799.00
504			_aTable 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
520			_aServices 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.
650			_aService industries--Marketing _9331
650			_aCustomer services _9332
700			_aLovelock, Christopher _91104
700			_aChatterjee, Jayanta _91105
942			_2ddc _cBK