Holdings: Services marketing :: THWS Bibkatalog

Services marketing: people, technology, strategy

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Bibliographic Details
Main Authors:	Lovelock, Christopher H. 1940-2008 (Author), Wirtz, Jochen (Author)
Format:	Book
Language:	English
Published:	Boston [u.a.] Pearson 2011
Edition:	7. ed, global ed.
Subjects:	Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Professions > Marketing Service industries > Marketing Marketing Dienstleistung Dienstleistungssektor Marketing-Mix Marktsegmentierung Markterschließung Dienstleistungsbetrieb Lehrbuch
Online Access:	Inhaltsverzeichnis
Item Description:	Includes bibliographical references and index
Physical Description:	648 S. Ill., graph. Darst.
ISBN:	9780136118749 0136118747 9780273756064 0273756060

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Record in the Search Index

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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
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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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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
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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

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