01315nam a2200217Ia 4500 TDMU_24629 210410s9999 xx 000 0 und d 658.8 W313 Wirtz, Jochen Essentials of services marketing Jochen Wirtz, Patricia Chew, Christopher Lovelock Singapore; New York Pearson Education South Asia Pte Ltd 2012 679 pages Includes bibliographical references and indexes.; Essentials of Services Marketing" masterfully integrates rigorous academic research, theory and cutting-edge management thinking. A superb read that covers all key aspects of marketing and managing services - ranging from consumer behavior to strategy, and from revenue management to service leadership. It's a great source to consult whether you are redesigning service processes, developing service recovery policies, implementing a loyalty program, or want to significantly improve the service quality delivered by your people. Service industries Marketing; Công nghiệp dịch vụ Tiếp thị Chew, Patricia http://lrc.tdmu.edu.vn/opac/search/detail.asp?aID=2&ID=24629 Trung tâm Học liệu Trường Đại học Thủ Dầu Một