Services marketing [electronic book] : people, technology, strategy / Jochen Wirtz and Christopher Lovelock.
By: Wirtz, Jochen [author]
.
Contributor(s): Lovelock, Christopher H [author].
Material type: 
BookPublisher: New Jersey : World Scientific, [2016]Copyright date: ©2016Edition: Eighth edition.Description: online resource (xvii, 783 pages) : color illustrations.Content type: text Media type: computer Carrier type: online resourceISBN: 9781944659004 (hardback); 9781944659028 (e-book).Subject(s): Marketing -- Management | Professions -- Marketing | Service industries -- Marketing | Customer services -- MarketingAdditional physical formats: Print version: Services marketing : people, technology, strategy.DDC classification: 658.8 Online resources: Access eBook Also available in print form.| Item type | Current library | Call number | Status | Notes | |
|---|---|---|---|---|---|
| eBook | MTU Online eBook | 658.8 (Browse shelf(Opens below)) | Available | MTU Cork Module TOUR7010 - Core reading, MTU Cork Module MGMT9011 - Core reading, MTU Cork Module HOSP7018 – Core reading, MTU Cork Module MRKT6021 - Supplementary reading, MTU Cork Module MRKT7019 - Supplementary reading, MTU Cork Module HOSP6083 - Supplementary reading |
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Enhanced descriptions from Syndetics:
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.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Includes bibliographical references and indexes.
Creating value in the service economy -- Understanding service consumers -- Positioning services in competitive markets -- Developing service products and brands -- Distributing services through physical and electronic channels -- Service pricing and revenue management -- Service marketing communications -- Designing service processes -- Balancing demand and capacity -- Crafting the service environment -- Managing people for service advantage -- Managing relationships and building loyalty -- Complaint handling and service recovery -- Improving service quality and productivity -- Building a world-class service organization.
MTU Cork Module TOUR7010 - Core reading.
MTU Cork Module MGMT9011 - Core reading.
MTU Cork Module HOSP7018 – Core reading.
MTU Cork Module MRKT6021 - Supplementary reading.
MTU Cork Module MRKT7019 - Supplementary reading.
MTU Cork Module HOSP6083 - Supplementary reading.
Also available in print form.
Electronic reproduction.: ProQuest LibCentral. Mode of access: World Wide Web.