01184nam a2200121Ia 4500 1113 1113 978-8131759394 LOVELOCK, CHRISTOPHER SERVICES MARKETING PEOPLE TECHNOLOGY STRATEGY 3 PEARSON UNDERSTANDING SERVICE MARKETS, PRODUCTS, AND CUSTOMERS, New Perspectives on Marketing in the Service Economy, Customer Behavior 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 BK 0 0 0 0 MIIMLIB MIIMLIB REFERENCE BOOKS 2019-02-11 550.00 0 658.8 1113 2019-02-11 2019-02-11 RFBK