000			03545cam a2200553 i 4500
003			OCoLC
005			20221101230426.0
008			160127s2016 njua b 001 0 eng d
010			_a 2016003724
011			_aMARC Score : 10650(22050) : OK
011			_aDirect Search Result
011			_aATTENTION: PREPUBLICATION RECORD -- Check pagination, date, title and contents
011			_aBIB MATCHES WORLDCAT
020			_a1944659005 _qhardcover
020			_a9781944659004 _qhardcover
020			_a1944659013 _qpbk.
020			_a9781944659011 _qpbk.
035			_a(ATU)b14983436
035			_a(OCoLC)936205634
040			_aDLC _beng _erda _cDLC _dOCLCF _dOCLCQ _dYDXCP _dBTCTA _dCDX _dATU
042			_apcc
050	0	0	_aHF5415.13 _b.L5883 2016
082	0	0	_a658.8 _223
099			_a658.8 LOV
100	1		_aWirtz, Jochen, _eauthor. _91054536
245	1	0	_aServices marketing : _bpeople, technology, strategy / _cJochen Wirtz, Christopher Lovelock.
250			_aEighth edition.
264		1	_aNew Jersey : _bWorld Scientific, _c[2016]
264		4	_c©2016
300			_axvii, 783 pages : _billustrations (chiefly colour) ; _c28 cm
336			_atext _btxt _2rdacontent
337			_aunmediated _bn _2rdamedia
338			_avolume _bnc _2rdacarrier
504			_aIncludes bibliographical references and index.
505	0		_aAbout the Authors -- About the Contributors of the Case Studies -- Preface -- Acknowledgements -- Part I. Understanding Service Products, Consumers, and Markets -- 1. Creating Value in the Service Economy -- 2. Understanding Service Consumers -- 3. Positioning Services in Competitive Markets -- Part II. Applying the 4 Ps of Marketing to Services -- 4. Developing Service Products and Brands -- 5. Distributing Services Through Physical and Electronic Channels -- 6. Service Pricing and Revenue Management -- 7. Service Marketing Communications -- Part III. Managing the Customer Interface -- 8. Designing Service Processes -- 9. Balancing Demand and Capacity -- 10. Crafting the Service Environment -- 11. Managing People for Service Advantage -- Part IV. Developing Customer Relationships -- 12. Managing Relationships and Building Loyalty -- 13. Complaint Handling and Service Recovery -- Part V. Striving for Service Excellence -- 14. Improving Service Quality and Productivity -- 15. Building a World-Class Service Organization -- Part VI. Case Studies.
520			_a"Services Marketing: People, Technology, Strategy is the eighth 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." --Publisher's website.
650		0	_aMarketing _xManagement. _9320442
650		0	_aProfessions _xMarketing. _9322811
650		0	_aService industries _xMarketing. _9326677
650		0	_aCustomer services _xMarketing _9712807
700	1		_aLovelock, Christopher H., _eauthor. _91042639
776	0	8	_iOnline version: _aLovelock, Christopher H., author. _tServices marketing. _bEighth edition. _dNew Jersey : World Scientific, [2016] _z9781944659028 _w(DLC) 2016004004
776	1	8	_w(OCoLC)933438688
907			_a.b14983436 _b06-09-21 _c20-06-16
942			_cB
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