Services MarketingPearson Australia, 20.05.2015 - 529 Seiten "Services Marketing is well known for its authoritative presentation and strong instructor support. The new 6th edition continues to deliver on this promise. Contemporary Services Marketing concepts and techniques are presented in an Australian and Asia-Pacific context. In this edition, the very latest ideas in the subject are brought to life with new and updated case studies covering the competitive world of services marketing. New design features and a greater focus on Learning Objectives in each chapter make this an even better guide to Services Marketing for students. The strategic marketing framework gives instructors maximum flexibility in teaching. Suits undergraduate and graduate-level courses in Services Marketing." |
Inhalt
| 1 | |
Part 2 Building the service model and creating customer value | 95 |
Part 3 Challenges for senior management | 305 |
Part 4 Cases | 435 |
| 498 | |
Andere Ausgaben - Alle anzeigen
Services Marketing Christopher H Lovelock,Paul Patterson,Jochen Wirtz Keine Leseprobe verfügbar - 2015 |
Häufige Begriffe und Wortgruppen
7-Eleven advertising airline attributes Australia bank Banyan Tree behaviour brand BridgeClimb bungy call centre capacity cent centre clients coee company’s competitive competitors complaints consumers costs create culture customer expectations customer relationship management customer satisfaction customer service customer’s delivered demand elements employees employer brand evaluate example Facebook FedEx Figure firm’s frontline Harvard Business Harvard Business Review important interaction Journal of Marketing Journal of Service LEARNING OBJECTIVE loyalty marketing communications offer operations Paul Patterson perceived perceptions performance positioning profit purchase Qantas restaurant retail role self-service service delivery service encounter service environment service experience service failure service firms service industries service organisation service product service provider service quality service recovery Services Marketing servicescape Singapore Singapore Airlines social media staff Starbucks strategy supplementary services switching barriers target Thailand understand waiting