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00000cam a2200000 7i4500 |
| 001 |
0000068286 |
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20210420093000.0 |
| 008 |
100725s2011 mau eng |
| 020 |
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|a 0136107214 (hbk.)
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| 020 |
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|a 9780136107217 (hbk.)
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| 090 |
0 |
0 |
|a HF5415.13
|b .L588 2011
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| 100 |
1 |
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|a Lovelock, Christopher H. ,
|e author
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| 245 |
1 |
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|a Services marketing :
|b people, technology , strategy :
|b Christopher Lovelock, Jochen Wirtz
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| 250 |
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|a 7th ed
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| 260 |
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|a Boston :
|b Prentice Hall ,
|c c2011
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| 300 |
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|a xxii, 626 p. :
|b ill., map ;
|c 29 cm.
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| 504 |
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|a Includes bibliographical references and indexes
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| 505 |
0 |
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|a 1. New perspectives on marketing in the service economy -- 2. Consumer behavior in a services context -- 3. Positioning services in competitive markets -- 4. Developing service products: core and supplementary elements -- 5. Distributing services through physical and electronic channels -- 6. Setting prices and implementing revenue management -- 7. Promoting services and educating customers -- 8. Designing and managing service processes -- 9. Balancing demand and productive capacity -- 10. Crafting the service advantage -- 11. Managing people for service advantage -- 12. Managing relationships and building loyalty -- 13. Complaint handling and service recovery -- 14. Improving service quality and productivity -- 15. Striving for service leadership
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| 650 |
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0 |
|a Customer services
|x Marketing
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| 650 |
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0 |
|a Marketing
|x Management
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| 650 |
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0 |
|a Professions
|x Marketing
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| 650 |
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0 |
|a Service industries
|x Marketing
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| 700 |
1 |
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|a Wirtz, Jochen ,
|e author
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| 999 |
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|a 1000135165
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
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