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关键词:
Services Marketing
书目信息
ISBN:
9780131875524(13位)
中图分类号:
F7
杜威分类号:
中文译名:
服务行销
作者:
Lovelock / Wirtz
编者:
语种:
English
出版信息
出版社:
Prentice Hall
出版地:
出版年:
2006
版本:
6e
版本类型:
原版
丛书题名:
卷期:
文献信息
关键词:
Marketing
前言:
摘要:
内容简介:
For advanced undergraduate and MBA/EMBA courses in Services Marketing. ? The comprehensive text/reader/casebook that provides a managerial overview of services?by combining?conceptual rigor with practical applications. ?
目次:
PART 1: UNDERSTANDING SERVICE MARKETS, PRODUCTS, AND CUSTOMERS 1. New Perspectives on Marketing in the Service Economy 2. Customer Behavior in Service Encounters PART 2: BUILDING THE SERVICE MODEL 3. Developing Service Concepts: Core and Supplementary Elements 4. Distributing Services through Physical and Electronic Channels 5. Exploring Business Models: Pricing and Revenue Management 6. Educating Customers and Promoting the Value Proposition 7. Positioning Services in Competitive Markets PART 3: MANAGING THE CUSTOMER INTERFACE 8. Designing and Managing Service Processes 9. Balancing Demand against Productive Capacity 10. Crafting the Service Environment 11. Managing Service Employees for Competitive Advantage PART 4: IMPLEMENTING PROFITABLE SERVICE STRATEGIES 12. Creating Relationships and Building Customer Loyalty 13. Achieving Service Recovery and Obtaining Customer Feedback 14. Improving Service Quality and Productivity 15. Organizing for Change Management and Service Leadership Glossary Credits Name Index
附录:
全文链接:
读者对象:
实体信息
页码:
690
装帧:
Cloth
尺寸:
其它形态细节:
其它信息
原价:
USD
137.0000
原版ISBN:
其它ISBN:
图书特色:
书评:
扩展信息
Isbn:
0131875523
issue:
2006JC02
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