SERVICES MARKETING >CANADIAN<

Name: SERVICES MARKETING >CANADIAN<
Availability: OutOfStock
ISBN: 9780131879287

ISBN-10: 0131879286

List price: $95.36

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List price: $95.36
Edition: 1st
Publisher: PEARSON
Publication date: 4/22/2007
Weight: 3.190




Understanding Service Markets, Products, And Customers



New Perspectives on Marketing in the Service Economy



Customer Behaviour in Service Encounters



Building The Service Model



Developing Service Concepts: Core and Supplementary Elements



Distributing Services through Physical and Electronic Channels



Exploring Business Models: Pricing and Revenue Management



Educating Customers and Promoting the Value Proposition



Positioning Services in Competitive Markets



Managing The Customer Interface



Designing and Managing Service Processes



Balancing Demand and Productive Capacity



Crafting the Service Environment



Managing People for Service Advantage



Implementing Profitable Service Strategies



Managing Relationships and Building Loyalty



Achieving Service Recovery and Obtaining Customer Feedback



Improving Service Quality and Productivity



Organizing for Change Management and Service Leadership


Cases


Glossary


Name Index


Subject Index


Credits