Winning in Service Markets:Success through People, Technology and Strategy

Jochen Wirtz
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Jochen Wirtz: NUS, Singapore

Abstract: Winning in Service Markets: Success through People, Technology, and Strategy

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https://www.worldscientific.com/worldscibooks/10.1142/y0002 (text/html)
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Chapters in this book:

Ch 1 Creating and Capturing Value in the Service Economy , pp 2-32: Jochen Wirtz
Ch 2 Consumer Behavior in a Services Context , pp 33-66: Jochen Wirtz
Ch 3 Positioning Services in Competitive Markets , pp 67-99: Jochen Wirtz
Ch 4 Developing Service Products and Brands , pp 102-134: Jochen Wirtz
Ch 5 Distributing Services , pp 135-162: Jochen Wirtz
Ch 6 Pricing Services and Revenue Management , pp 163-209: Jochen Wirtz
Ch 7 Service Marketing Communications , pp 210-264: Jochen Wirtz
Ch 8 Designing Service Processes , pp 268-307: Jochen Wirtz
Ch 9 Balancing Demand and Capacity , pp 308-343: Jochen Wirtz
Ch 10 Crafting The Service Environment , pp 344-377: Jochen Wirtz
Ch 11 Managing People for Service Advantage , pp 378-437: Jochen Wirtz
Ch 12 Managing Relationships and Building Loyalty , pp 440-488: Jochen Wirtz
Ch 13 Complaint Handling and Service Recovery , pp 489-532: Jochen Wirtz
Ch 14 Improving Service Quality and Productivity , pp 536-590: Jochen Wirtz
Ch 15 Building a World-Class Service Organization , pp 591-607: Jochen Wirtz

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