Test Bank - Essentials of Services Marketing 4th Edition by Jochen Wirtz - Complete, Elaborated and Latest Test Bank. ALL Chapters (1-15) Included and Updated

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Test Bank - Essentials of Services Marketing 4th Edition by Jochen Wirtz - Complete, Elaborated and Latest Test Bank. ALL Chapters (1-15) Included and Updated Test Bank Essentials of Services Mark... eting Jochen Wirtz Updated Comprehensive All Chapters Included Service Products Consumers Markets Competitive Markets Service Brands Distribution Channels Revenue Management Promotional Strategies Customer Education Service Processes Demand and Capacity Management Service Environment Design People Management Customer Relationships Loyalty Building Complaint Handling Service Recovery Service Quality Improvement Productivity Enhancement World-Class Service Organization Marketing Strategies PART I — UNDERSTANDING SERVICEPRODUCTS, CONSUMERS, AND MARKETS Chapter 1: Introduction to Services Marketing Chapter 2: Consumer Behavior in a Services Context Chapter 3: Positioning Services in Competitive Markets PART II — APPLYING THE 4Ps OF MARKETING TO SERVICES Chapter 4: Developing Service Products and Brands Chapter 5: Distributing Services through Physical and Electronic Channels Chapter 6: Setting Prices and Implementing Revenue Management Chapter 7: Promoting Services and Educating Customers PART III — DESIGNING AND MANAGING THE CUSTOMER INTERFACE Chapter 8: Designing Service Processes Chapter 9: Balancing Demand and Capacity Chapter 10: Crafting the Service Environment Chapter 11: Managing People for Service Advantage PART IV — DEVELOPING CUSTOMER RELATIONSHIPS Chapter 12: Managing Relationships and Building Loyalty Chapter 13: Complaint Handling and Service Recovery PART V — STRIVING FOR SERVICE EXCELLENCE Chapter 14: Improving Service Quality and Productivity Chapter 15: Building a World-Class Service Organization ISBN-10 1292425199 ISBN-13 978-1292425191 Test Bank - Essentials of Services Marketing 4th Edition by Jochen Wirtz [Show More]

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