Test Bank for Essentials of Services Marketing 2nd Edition by Wirtz Chew and Lovelock ISBN 9810686188 9789810686185

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Product Details:

Language: English
ISBN-10: 9810686188
ISBN-13: 978-9810686185
ISBN-13: 9789810686185

Author: Jochen Wirtz, Patricia Chew and Christopher Lovelock

Table of Content:

Chapter 1: Introduction to Services Marketing
Chapter 2: Consumer Behavior in a Services Context
Chapter 3: Positioning Services in Competitive Markets
Chapter 4: Developing Service Products: Core and Supplementary Elements
Chapter 5: Distributing Services through Physical and Electronic Channels
Chapter 6: Setting Prices and Implementing Revenue Management
Chapter 7: Promoting Services and Educating Customers
Chapter 8: Designing and Managing Service Processes
Chapter 9: Balancing Demand and Capacity
Chapter 10: Crafting the Service Environment
Chapter 11: Managing People for Service Advantage
Chapter 12: Managing Relationships and Building Loyalty
Chapter 13: Complaint Handling and Service Recovery
Chapter 14: Improving Service Quality and Productivity
Chapter 15: Organizing for Service Leadership
Chapter 14: Improving Service Quality and Productivity
Chapter 15: Organizing for Service Leadership

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