Services marketing: people, technology, strategy
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boston [u.a.]
Pearson
2011
|
| Ausgabe: | 7. ed, global ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | 648 S. Ill., graph. Darst. |
| ISBN: | 9780136118749 0136118747 9780273756064 0273756060 |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
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| 100 | 1 | |a Lovelock, Christopher H. |d 1940-2008 |e Verfasser |0 (DE-588)133426262 |4 aut | |
| 245 | 1 | 0 | |a Services marketing |b people, technology, strategy |c Christopher Lovelock ; Jochen Wirtz |
| 250 | |a 7. ed, global ed. | ||
| 264 | 1 | |a Boston [u.a.] |b Pearson |c 2011 | |
| 300 | |a 648 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
| 650 | 0 | |a Marketing / Management | |
| 650 | 0 | |a Professions / Marketing | |
| 650 | 0 | |a Service industries / Marketing | |
| 650 | 0 | |a Customer services / Marketing | |
| 650 | 4 | |a Professions |x Marketing | |
| 650 | 4 | |a Service industries |x Marketing | |
| 650 | 0 | 7 | |a Marketing |0 (DE-588)4037589-4 |2 gnd |9 rswk-swf |
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Datensatz im Suchindex
| _version_ | 1804141177371361280 |
|---|---|
| adam_text | BRIEF CONTENTS
Contents 13
Preface
17
PART I Understanding
Service Products,
Consumers,
and Markets
24
Chapter
1 New
Perspectives on Marketing in the
Service
Economy
26
Chapter
2
Consumer Behavior in a Services
Context
57
Chapter
3
Positioning Services in Competitive
Markets
81
PART II Applying the
4
Ps of Marketing to
Services
102
Chapter
4
Developing Service Products: Core and
Supplementary Elements
104
Chapter
5
Distributing Services Through Physical and
Electronic Channels
131
Chapter
6
Setting Prices and Implementing Revenue
Management
157
Chapter
7
Promoting Services and Educating
Customers
185
PART III Managing the Customer Interface
216
Chapter
8
Designing and Managing Service
Processes
218
Chapter
9
Balancing Demand and Productive
Capacity
249
Chapter
10
Crafting the Service Environment
275
Chapter
11
Managing People for Service
Advantage
300
11
12
Brief
Contents
PART IV Implementing Profitable Service
Strategies
334
Chapter
12
Managing Relationships and Building
Loyalty
336
Chapter
13
Complaint Handling and Service
Recovery
371
Chapter
14
Improving Service Quality and
Productivity
401
Chapter
15
Striving for Service Leadership
438
CASES
462
Glossary
618
Credits
625
Name Index
626
Subject Index
638
|
| any_adam_object | 1 |
| author | Lovelock, Christopher H. 1940-2008 Wirtz, Jochen |
| author_GND | (DE-588)133426262 (DE-588)14257144X |
| author_facet | Lovelock, Christopher H. 1940-2008 Wirtz, Jochen |
| author_role | aut aut |
| author_sort | Lovelock, Christopher H. 1940-2008 |
| author_variant | c h l ch chl j w jw |
| building | Verbundindex |
| bvnumber | BV036105496 |
| classification_rvk | QP 600 QQ 250 QR 560 |
| classification_tum | WIR 800f WIR 935f |
| ctrlnum | (OCoLC)699973390 (DE-599)BVBBV036105496 |
| dewey-full | 658.8 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8 |
| dewey-search | 658.8 |
| dewey-sort | 3658.8 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 7. ed, global ed. |
| format | Book |
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| genre_facet | Lehrbuch |
| id | DE-604.BV036105496 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T22:11:43Z |
| institution | BVB |
| isbn | 9780136118749 0136118747 9780273756064 0273756060 |
| language | English |
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| physical | 648 S. Ill., graph. Darst. |
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| spelling | Lovelock, Christopher H. 1940-2008 Verfasser (DE-588)133426262 aut Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz 7. ed, global ed. Boston [u.a.] Pearson 2011 648 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Professions Marketing Service industries Marketing Marketing (DE-588)4037589-4 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Marketing-Mix (DE-588)4168908-2 gnd rswk-swf Marktsegmentierung (DE-588)4037644-8 gnd rswk-swf Markterschließung (DE-588)4114519-7 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf 1\p (DE-588)4123623-3 Lehrbuch gnd-content Dienstleistungssektor (DE-588)4012183-5 s Marketing (DE-588)4037589-4 s DE-604 Dienstleistung (DE-588)4012178-1 s 2\p DE-604 Dienstleistungsbetrieb (DE-588)4012181-1 s 3\p DE-604 Marketing-Mix (DE-588)4168908-2 s 4\p DE-604 Marktsegmentierung (DE-588)4037644-8 s 5\p DE-604 Markterschließung (DE-588)4114519-7 s 6\p DE-604 Wirtz, Jochen Verfasser (DE-588)14257144X aut Digitalisierung UB Bayreuth application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018995769&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 3\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 4\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 5\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 6\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Lovelock, Christopher H. 1940-2008 Wirtz, Jochen Services marketing people, technology, strategy Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Professions Marketing Service industries Marketing Marketing (DE-588)4037589-4 gnd Dienstleistung (DE-588)4012178-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Marketing-Mix (DE-588)4168908-2 gnd Marktsegmentierung (DE-588)4037644-8 gnd Markterschließung (DE-588)4114519-7 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4037589-4 (DE-588)4012178-1 (DE-588)4012183-5 (DE-588)4168908-2 (DE-588)4037644-8 (DE-588)4114519-7 (DE-588)4012181-1 (DE-588)4123623-3 |
| title | Services marketing people, technology, strategy |
| title_auth | Services marketing people, technology, strategy |
| title_exact_search | Services marketing people, technology, strategy |
| title_full | Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz |
| title_fullStr | Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz |
| title_full_unstemmed | Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz |
| title_short | Services marketing |
| title_sort | services marketing people technology strategy |
| title_sub | people, technology, strategy |
| topic | Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Professions Marketing Service industries Marketing Marketing (DE-588)4037589-4 gnd Dienstleistung (DE-588)4012178-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Marketing-Mix (DE-588)4168908-2 gnd Marktsegmentierung (DE-588)4037644-8 gnd Markterschließung (DE-588)4114519-7 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Professions Marketing Service industries Marketing Marketing Dienstleistung Dienstleistungssektor Marketing-Mix Marktsegmentierung Markterschließung Dienstleistungsbetrieb Lehrbuch |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018995769&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT lovelockchristopherh servicesmarketingpeopletechnologystrategy AT wirtzjochen servicesmarketingpeopletechnologystrategy |