Develops an indispensable framework for understanding services, their effective marketing and how this drives value creation. This book reflects the importance of marketing for public services and not-for-profit organizations. It includes chapters on service systems and the experiential aspects of service consumption.
Develops an indispensable framework for understanding services, their effective marketing and how this drives value creation. This book reflects the importance of marketing for public services and not-for-profit organizations. It includes chapters on service systems and the experiential aspects of service consumption.
Adrian Palmer is Professor of Marketing at ESC Rennes,France, a Grand Ecole which has been listed in the Financials Times rankings of the World's Top 50 schools for Masters in Management programmes.
Inhaltsangabe
1. What is services marketing? 2. Services systems 3. Managing the customer experience 4. Making services accessible to consumers 5. Relationships, partnerships and networks 6. Understanding services buyer behavior 7. Innovation and new service development 8. Developing service brands 9. Service quality 10. Engaging employees in service delivery 11. The pricing of services 12. Yield management: matching capacity with demand 13. Managing communications 14. Globalized services marketing
1. What is services marketing? 2. Services systems 3. Managing the customer experience 4. Making services accessible to consumers 5. Relationships, partnerships and networks 6. Understanding services buyer behavior 7. Innovation and new service development 8. Developing service brands 9. Service quality 10. Engaging employees in service delivery 11. The pricing of services 12. Yield management: matching capacity with demand 13. Managing communications 14. Globalized services marketing
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