Description |
xxvi, 478 pages : illustrations ; 25 cm |
Contents |
Ch. 1. Managing the service process by the service value chain -- Ch. 2. Value creation by services marketing : service value chain and service profit chain -- Ch. 3. The customer interaction process : managing customer integration, the service encounter and service recovery -- Ch. 4. The customer relationship process : managing customer acquisition, retention and recovery -- Ch. 5. Defining the benefit part of service value : the service product -- Ch. 6. Defining the cost part of service value : service pricing -- Ch. 7. Delivering service value : managing service delivery -- Ch. 8. Communicating service value : service communications and branding -- Ch. 9. Managing employees, tangibles and technology for value -- Ch. 10. Service capacity management -- Ch. 11. Services marketing and the markets : market strategies, international services marketing, service networks and service outsourcing |
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Ch. 12. Services marketing and the service firm : implementing and controlling services marketing |
Bibliography |
Includes bibliographical references (pages 449-466) and index |
Subject |
Service industries -- Marketing -- Management.
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Customer services -- Marketing -- Management.
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Business logistics -- Management.
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Author |
Georgi, Dominck.
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LC no. |
2005053044 |
ISBN |
9780273681571 paperback |
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0273681575 paperback |
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