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20200723093000.0 |
| 008 |
130530s2013 si eng |
| 020 |
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|a 9789810686185
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| 040 |
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|a UniSZA
|e rda
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| 050 |
0 |
0 |
|a HD9980.5
|b .W57 2013
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| 090 |
0 |
0 |
|a HD9980.5
|b .W57 2013
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| 100 |
1 |
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|a Wirtz, Jochen ,
|e author
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| 245 |
1 |
0 |
|a Essentials of services marketing
|c Christopher Lovelock, Jochen Wirtz, Patricia Chew
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| 250 |
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|a Second edition
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| 264 |
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1 |
|a Singapore :
|b Pearson Education South Asia
|c c2013
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| 300 |
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|a xxxv, 679 pages :
|b some colour illustrations ;
|c 27 cm.
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| 336 |
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|a text
|2 rdacontent
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| 337 |
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|a unmediated
|2 rdamedia
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| 338 |
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|a volume
|2 rdacarrier
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| 504 |
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| 505 |
0 |
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|a 1. Introducing to service marketing -- 2. Consumer behavior in aservices 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 capacity -- 10. Crafting the service environment -- 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. Organizing for service leadership
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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 Chew, Patricia ,
|e author
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| 700 |
1 |
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|a Lovelock, Christopher H. ,
|e author
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| 999 |
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|a 1000158012
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
|