Services Marketing: People, Technology, Strategy - Hardcover

Services Marketingguides readers into the consumer and competitive environments of services marketing through its strategic marketing framework.

New Perspectives on Marketing in the Service Economy; Consumer Behavior in a Services Context; Positioning Services in Competitive Markets; Developing Service Products: Core and Supplementary Elements; Distributing Services through Physical and Electronic Channels; Setting Prices and Implementing Revenue Management; Promoting Services and Educating Customers; Designing and Managing Service Processes; Balancing Demand and Productive Capacity; Crafting the Service Environment; Managing People for Service Advantage; Managing Relationships and Building Loyalty; Complaint Handling and Service Recovery; Improving Service Quality and Productivity; Striving for Service Leadership

MARKET: For professionals with a career in marketing, service-oriented industries, corporate communication, advertising, and/or public relations.