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Essentials of Services Marketing, Global 3rd Edition eBook

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EBOOK FORMAT PDF Untuk pemesanan bisa langsung CHAT atau MAKE OFFER Ebook di kirim via Email --------------------------------------------------------------------- Title: Essentials of Services Marketing, Global 3rd Edition Author: Christopher H. Lovelock, Jochen Wirtz Length: 720 pages Edition: 3 Language: English Publisher: Pearson Publication Date: 2017-07-11 Table of Contents Part I: Understanding Service Markets, Products, and Customers Chapter 1. Introduction To Services Marketing Chapter 2. Consumer Behavior In A Services Context Chapter 3. Positioning Services In Competitive Markets Part II: Applying the 4 Ps of Marketing to Services Chapter 4. Developing Service Products And Brands Chapter 5. Distributing Services Through Physical And Electronic Channels Chapter 6. Setting Prices And Implementing Revenue Management Chapter 7. Promoting Services And Educating Customers Part III: Managing the Customer Interface Chapter 8. Designing Service Processes Chapter 9. Balancing Demand And Capacity Chapter 10. Crafting The Service Environment Chapter 11. Managing People For Service Advantage Part IV: Developing Customer Relationships Chapter 12. Managing Relationships And Building Loyalty Chapter 13. Complaint Handling And Service Recovery Part V: Striving for Service Excellence Chapter 14. Improving Service Quality And Productivity Chapter 15. Building A World-Class Service Organization Part VI: Cases Case 1 Sullivan Ford Auto World Case 2 Dr. Beckett’s Dental Office Case 3 Uber: Competing as Market Leader in the United States versus Being a Distant Second in China Case 4 Banyan Tree: Branding the Intangible Case 5 Kiwi Experience Case 6 The Accra Beach Hotel: Block Booking of Capacity during a Peak Period Case 7 Revenue Management of Gondolas: Maintaining the Balance between Tradition and Revenue Case 8 Aussie Pooch Mobile Case 9 Shouldice Hospital Limited (Abridged) Case 10 Red Lobster Case 11 Singapore Airlines: Managing Human Resources for Cost-Effective Service Excellence Case 12 Dr. Mahalee Goes to London: Global Client Management Case 13 The Royal Dining Membership Program Dilemma Case 14 Customer Asset Management at DHL in Asia Case 15 Starbucks: Delivering Customer Service Case 16 LUX*: Staging a Service Revolution in a Resort Chain Case 17 KidZania: Shaping a Strategic Service Vision for the Future

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