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Test Bank for Essentials of Services Marketing, 1e, Christopher H. Lovelock, Jochen Wirtz, Patricia Chew, ISBN-10: 9810679955, ISBN-13: 9789810679958, Downloadable Digital Test Bank Files

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Test Bank for Essentials of Services Marketing, 1e, Christopher H. Lovelock, Jochen Wirtz, Patricia Chew, ISBN-10: 9810679955, ISBN-13: 9789810679958



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Table of Contents

Part I: Understanding Service Products, Consumers and Markets

Ch 1: Introduction to Services Marketing

Ch 2: Consumer Behavior in a Services Context

Ch 3: Positioning Services in Competitive Markets

Part II: Applying the 4Ps to Services

Ch 4: Developing the Service Concept: Core and Supplementary Elements

Ch 5: Distributing Service Through Physical and Electronic Channels

Ch 6: Setting Prices and Implementing Revenue Management

Ch 7: Promoting Services and Educating Customers

Part III: Managing the Customer Interface

Ch 8: Developing and Managing Service Processes

Ch 9: Balancing Demand Against Productive Capacity

Ch 10: Crafting the Service Environment

Ch 11: Managing People for Service Advantage

Part IV: Implementing ProfitTable Service Strategies

Ch 12: Managing Relationships and Building Loyalty

Ch 13: Complaint Handling and Service Recovery

Ch 14: Improving Service Quality and Productivity

Ch 15: Organizing for Change Management and Service Leadership