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INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs

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Book by Jochen Wirtz and Christopher Lovelock

To receive a desk review copy, email jochen@nus.edu.sg.

ÂÜÀòÉç¹ÙÍøt the Authors
Preface
Acknowledgments

PART I: UNDERSTANDING SERVICE PRODUCTS, MARKETS, AND CUSTOMERS
1. Creating Value in the Service Economy
2. Understanding Service Consumers
3. Positioning Services in Competitive Markets

PART II: APPLYING THE 4 PS OF MARKETING TO SERVICES
4. Developing Service Products and Brands
5. Distributing Services Through Physical and Electronic Channels
6. Service Pricing and Revenue Management
7. Service Marketing Communications

PART III: MANAGING THE CUSTOMER INTERFACE
8. Designing Service Processes
9. Balancing Demand and Capacity
10. Crafting the Service Environment
11. Managing People for Service Advantage

PART IV: DEVELOPING CUSTOMER RELATIONSHIPS
12. Managing Relationships and Building Loyalty
13. Complaint Handling and Service Recovery

PART V: STRIVING FOR SERVICE EXCELLENCE
14. Improving Service Quality and Productivity
15. Building a World-Class Service Organization

PART VI: CASE STUDIES

Name Index
Subject Index
Services