Services marketing : people, technology, strategy
Publication details: New Delhi : Dorling Kindersley, c2010. Edition: 6th edDescription: xx, 637 p. : ill. ; 27 cmISBN: 9788131725979Subject(s): 1. Marketing -- Management. Professions -- Marketing. 2. Service industries -- Marketing. 3. Customer services -- MarketingDDC classification: 658.8 LOV| Item type | Current library | Home library | Call number | Status | Date due | Barcode | Item holds |
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English Lending
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Villa College QI Campus | Villa College Library | 658.8 LOV (Browse shelf(Opens below)) | In transit from Villa College QI Campus to Villa College Library since 08/06/2023 | 3311 |
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| 658.8 KOT Principles of marketing / | 658.8 KUR Principles of marketing | 658.8 LAN Marketing | 658.8 LOV Services marketing : people, technology, strategy | 658.8 LOV Principles of service marketing and management / | 658.8 LUC CIM coursebook/ | 658.8 LUC CIM coursebook/ |
Contents:
Ch. 1. New perspectives on marketing in the service economy
Ch. 2. Customer behavior in service encounters
Ch. 3. Developing service concepts : core and supplementary elements
Ch. 4. Distributing services through physical and electronic channels
Ch. 5. Exploring business models : pricing and revenue management
Ch. 6. Educating customers and promoting the value proposition
Ch. 7. Positioning services in competitive markets
Ch. 8. Designing and managing service processes
Ch. 9. Balancing demand and productive capacity
Ch. 10. Crafting the service environment
Ch. 11. Managing people for service advantage
Ch. 12. Managing relationships and building loyalty
Ch. 13. Achieving service recovery and obtaining customer feedback
Ch. 14. Improving service quality and productivity
Ch. 15. Organizing for change management and service leadership.
Includes bibliographical references and index
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