Essentials of services marketing:
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Harlow, England [und 23 weitere]
Pearson
[2018]
|
| Edition: | 3rd edition |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | [XXXIII], 670 Seiten Illustrationen, Diagramme |
| ISBN: | 9781292089959 1292089954 |
Staff View
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Record in the Search Index
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| adam_text | Titel: Essentials of Services Marketing
Autor: Wirtz, Jochen
Jahr: 2018
VVHHRHHanraik
Dedication v
About the Authors vii
About the Contributors of the Cases xi
Prefaee xxii
Acknowledgments xxxii
Part I: Understanding Service Markets, Products,
and Customers 3
Chapter 1 Introduction to Services Marketing 4
Chapter 2 Consumer Behavior in a Services Context 36
Chapter 3 Positioning Services in Competitive Markets 64
Part II: Applying the 4 Ps of Marketing to Services 89
Chapter 4 Developing Service Prtxlucts and Brands 90
Chapter 5 Distributing Services through Phvsical and Electronic Channels 118
Chapter 6 Setting Prices and Implementing Revenue Management 152
Chapter 7 Promoting Services and Educating Customers 194
Part III: Managing the Customer Interface 235
Chapter 8 Designing Service Processes 236
Chapter 9 Baiancing Demand and Capacity 268
Chapter 10 Crafting the Service Environment 298
Chapter 11 Managing People for Service Advantage 326
Part IV: Developing Customer Relationships 371
Chapter 12 Managing Relationships and Building Loyaltv 372
Chapter 13 Complaint Handling and Service Recovery 412
PartV: Striving for Service Excellence 445
Chapter 14 Improving Service Quality and Productivity 446
Chapter 15 Building a Worid-Class Service Organization 490
Part VI: Cases 502
Glossary 641
Credits 651
Name Index 655
Subject Index 663
|
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| genre_facet | Lehrbuch |
| id | DE-604.BV044261240 |
| illustrated | Illustrated |
| indexdate | 2025-02-20T06:44:18Z |
| institution | BVB |
| isbn | 9781292089959 1292089954 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-029666159 |
| oclc_num | 992478060 |
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| physical | [XXXIII], 670 Seiten Illustrationen, Diagramme |
| publishDate | 2018 |
| publishDateSearch | 2018 |
| publishDateSort | 2018 |
| publisher | Pearson |
| record_format | marc |
| spellingShingle | Wirtz, Jochen Lovelock, Christopher H. 1940-2008 Essentials of services marketing Dienstleistung (DE-588)4012178-1 gnd Marketing (DE-588)4037589-4 gnd |
| subject_GND | (DE-588)4012178-1 (DE-588)4037589-4 (DE-588)4123623-3 |
| title | Essentials of services marketing |
| title_alt | Services marketing |
| title_auth | Essentials of services marketing |
| title_exact_search | Essentials of services marketing |
| title_full | Essentials of services marketing Jochen Wirtz, Christopher Lovelock |
| title_fullStr | Essentials of services marketing Jochen Wirtz, Christopher Lovelock |
| title_full_unstemmed | Essentials of services marketing Jochen Wirtz, Christopher Lovelock |
| title_short | Essentials of services marketing |
| title_sort | essentials of services marketing |
| topic | Dienstleistung (DE-588)4012178-1 gnd Marketing (DE-588)4037589-4 gnd |
| topic_facet | Dienstleistung Marketing Lehrbuch |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029666159&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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Indexes
THWS Schweinfurt Zentralbibliothek Lesesaal
| Call Number: |
2000 QQ 250 W799 E7(3) |
|---|---|
| Copy 1 | ausleihbar Available Place a Hold |