Services Marketing:People, Technology, Strategy

Jochen Wirtz and Christopher Lovelock
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Jochen Wirtz: National University of Singapore, Singapore

in World Scientific Books from World Scientific Publishing Co. Pte. Ltd.

Abstract: Services Marketing: People, Technology, Strategy

Keywords: Services Marketing; Service Operations; Marketing; Consumer Behavior; Positioning Services; Service Process; Pricing; Revenue Management; Service Environment; Service Advantage; Customer Relationships; Customer Loyalty; Complaint Handling; Service Recovery; Service Excellence; Service Quality; Service Productivity; Service Leadership (search for similar items in EconPapers)
JEL-codes: L8 M3 M31 O14 (search for similar items in EconPapers)
Date: 2021
ISBN: 9781944659790
References: Add references at CitEc
Citations: View citations in EconPapers (1)

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https://www.worldscientific.com/worldscibooks/10.1142/y0024 (text/html)
Ebook Access is available upon purchase

Chapters in this book:

Ch 16 Sullivan Ford Auto World , pp 548-548

Christopher H. Lovelock

Ch 17 Dr. Beckett’s Dental Office , pp 549-549

Lauren K. Wright

Ch 18 Digital Luxury Services: Tradition versus Innovation in Luxury Fashion , pp 550-552

Jonas Holmqvist, Jochen Wirtz and Martin P. Fritze

Ch 19 Uber’s Unintended Burdens , pp 553-558

Christopher S. Tang and Jochen Wirtz

Ch 20 Kiwi Experience , pp 559-559

Mark Colgate

Ch 21 Revenue Management at The View , pp 560-563

Sheryl E. Kimes

Ch 22 The Accra Beach Hotel: Block Booking of Capacity During a Peak Period , pp 564-564

Sheryl E. Kimes and Jochen Wirtz

Ch 23 Aussie Pooch Mobile , pp 565-565

Lorelle Frazer

Ch 24 Service Robots in the Frontline: How Will Aarion Bank’s Customers Respond? , pp 566-570

Jochen Wirtz, Stefanie Paluch and Werner Kunz

Ch 25 Shouldice Hospital Limited (Abridged) , pp 571-579

James Heskett and Roger Hallowell

Ch 26 Singapore Airlines: Managing Human Resources for Cost-Effective Service Excellence , pp 580-588

Jochen Wirtz and Loizos Heracleous

Ch 27 National Library Board Singapore: Delivering Cost-Effective Service Excellence Through Innovation and People , pp 589-589

Jochen Wirtz and Thomas Menkhoff

Ch 28 Menton Bank , pp 590-590

Christopher Lovelock and Jochen Wirtz

Ch 29 Starbucks: Delivering Customer Service , pp 591-605

Youngme Moon and John Quelch

Ch 30 Platform versus Pipeline Business Models: Are Airbnb and Marriot Right to Move into Each Other’s Turf? , pp 606-608

Jochen Wirtz

Ch 31 Dr. Mahalee Goes to London: Global Client Management , pp 609-609

Christopher H. Lovelock

Ch 32 The Royal Dining Membership Program Dilemma , pp 610-610

Sheryl E. Kimes, Rohit Verma, Christopher W. Hart and Jochen Wirtz

Ch 33 What Drives Share of Streaming Video? The Launch of HBO Max , pp 611-623

Alexander Buoye, Luke Williams, Timothy Keiningham and Lerzan Aksoy

Ch 34 LUX*: Staging a Service Revolution in a Resort Chain , pp 624-639

Jochen Wirtz and Ron Kaufman

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