Services Marketing: People, Technology, Strategy, 8th Edition

Jochen Wirtz and Christopher Lovelock (2016), Services Marketing: People, Technology, Strategy, 8th ed., World Scientific, ISBN 9781944659004 (hardcover), 9781944659011(paperback)

Posted: 16 Mar 2016

See all articles by Jochen Wirtz

Jochen Wirtz

National University of Singapore (NUS) - NUS Business School

Christopher Lovelock

Independent

Date Written: March 20, 2016

Abstract

Creating and marketing value in today’s increasingly service and knowledge-intensive economy requires an understanding of the powerful design and packaging of ‘intangible’ benefits and products, high-quality service operations and customer information management processes, motivated and competent front-line employees, a loyal and profitable customer base, and the development and implementation of a coherent service strategy to transform these assets into improved business performance.

Keywords: Services Marketing, Service Management

Suggested Citation

Wirtz, Jochen and Lovelock, Christopher, Services Marketing: People, Technology, Strategy, 8th Edition (March 20, 2016). Jochen Wirtz and Christopher Lovelock (2016), Services Marketing: People, Technology, Strategy, 8th ed., World Scientific, ISBN 9781944659004 (hardcover), 9781944659011(paperback). Available at SSRN: https://ssrn.com/abstract=2747807

Jochen Wirtz (Contact Author)

National University of Singapore (NUS) - NUS Business School ( email )

1 Business Link
Singapore, 117592
Singapore
65 6874-3656 (Phone)
65 6779-5941 (Fax)

Christopher Lovelock

Independent ( email )

No Address Available

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