Essentials of Services Marketing, 3E Jochen Wirtz Christopher H. Lovelock Instructor Solution Manual. and Test bank

Essentials of Services Marketing, 3E Jochen Wirtz Christopher H. Lovelock  Instructor Solution Manual. and Test bank
Essentials of Services Marketing, 3E Jochen Wirtz Christopher H. Lovelock Instructor Solution Manual. and Test bank

Essentials of Services Marketing, 3E Jochen Wirtz Christopher H. Lovelock Instructor Solution Manual and Test bank

 

Product details:

  • ISBN- 13: 978-1292089959
  • ISBN- 10: 1292089954
  • Author:   Jochen Wirtz Christopher H. Lovelock 
  • Publisher: Pearson; 3 edition 

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Table of Contents

PART I — UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS

Chapter 1: Introduction to Services Marketing
Chapter 2: Consumer Behavior in a Services Context
Chapter 3: Positioning Services in Competitive Markets

PART II — APPLYING THE 4Ps OF MARKETING TO SERVICES

Chapter 4: Developing Service Products and Brands
Chapter 5: Distributing Services through Physical and Electronic Channels
Chapter 6: Setting Prices and Implementing Revenue Management
Chapter 7: Promoting Services and Educating Customers

PART III — DESIGNING AND MANAGING THE CUSTOMER INTERFACE

Chapter 8: Designing Service Processes
Chapter 9: Balancing Demand and Capacity
Chapter 10: Crafting the Service Environment
Chapter 11: Managing People for Service Advantage

PART IV — DEVELOPING CUSTOMER RELATIONSHIPS

Chapter 12: Managing Relationships and Building Loyalty
Chapter 13: Complaint Handling and Service Recovery

PART V — STRIVING FOR SERVICE EXCELLENCE

Chapter 14: Improving Service Quality and Productivity
Chapter 15: Building a World-Class Service Organization

PART VI — CASE STUDIES

 

Case 1: Sullivan Ford Auto World

Case 2: Dr Beckett’s Dental Office

Case 3: Uber

Case 4: Banyan Tree

Case 5: Kiwi Experience

Case 6: Accra Beach Hotel

Case 7: Revenue Management of Gondolas

Case 8: Aussie Pooch Mobile

Case 9: Shouldice Hospital Limited

Case 10: Red Lobster

Case 11: Singapore Airlines

Case 12: Dr Mahalee Goes to London

Case 13: Royal Dining Membership Program Dilemma

Case 14: Customer Asset Management at DHL in Asia

Case 15: Starbucks: Delivering Customer Service

Case 16: Lux Resorts

Case 17: KidZania: Shaping a Strategic Service Vision for the Future

 

 

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Essentials of Services Marketing

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