Test Bank for Essentials of Services Marketing 3rd Edition by Wirtz

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Test Bank for Essentials of Services Marketing 3rd Edition by Wirtz

Download FREE Sample Here for Test Bank for Essentials of Services Marketing 3rd Edition by Wirtz. Note : this is not a text book. File Format : PDF or Word

PART I UNDERSTANDING SERVICE PRODUCTS, 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

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