SERVICES MARKETING PEOPLE TECHNOLOGY STRATEGY
By: LOVELOCK, CHRISTOPHER
Material type: TextPublisher: PEARSON Edition: 3ISBN: 978-8131759394Subject(s): UNDERSTANDING SERVICE MARKETS, PRODUCTS, AND CUSTOMERS, New Perspectives on Marketing in the Service Economy, Customer Behavior in Service Encounters, BUILDING THE SERVICE MODEL, Developing Service Concepts: Core and Supplementary Elements, Distributing Services Through Physical and Electronic Channels, Exploring Business Models: Pricing and Revenue Management, Educating Customers and Promoting the Value Proposition, Positioning Services in Competitive Markets, MANAGING THE CUSTOMER INTERFACE , Designing and Managing Service Processes , Balancing Demand and Productive Capacity , Crafting the Service Environment , Managing People for Service Advantage , , IMPLEMENTING PROFITABLE SERVICE STRATEGIES , Managing Relationships and Building Loyalty, Achieving Service Recovery and Obtaining Customer Feedback, Improving Service Quality and Productivity, Organizing for Change Management and Service LeadershipItem type | Home library | Shelving location | Call number | Status | Date due | Barcode |
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Reference Books | MIIMLIBRARY | RACK -REF 1 | 658.8 (Browse shelf) | Not for loan | 1113 |
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