Services Marketing People Technology Strategy 9th Edition by Jochen Wirtz,Christopher Lovelock 9781944659813 1944659811

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Product details: 

ISBN 10: 1944659811

ISBN 13: 9781944659813

Author:Jochen Wirtz,Christopher Lovelock

Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media, and case examples.This book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view.Supplementary Material Resources:Resources are available to instructors who adopt this textbook for their courses. These include: (1) Instructor’s Manual, (2) Case Teaching Notes, (3) PowerPoint deck, and (4) Test Bank

Services Marketing People Technology Strategy 9th  Table of contents: 

Understanding Service Products, Markets, and Customers:

Creating 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 Relationships and Building Loyalty

Complaint Handling and Service Recovery

Striving for Service Excellence:

Improving Service Quality and Productivity

Building a World-Class Service Organization

Case Studies:

Name Index

Subject Index

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