October 2012
Beginner
720 pages
28h 8m
English
book
Essentials of Services Marketing, Second Edition
by Jochen Wirtz, Patricia Chew, Christopher Lovelock
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Subject Index
A
Abstractness, 193
Accounting firms, 81
Activity-based costing (ABC), 154, 383
Adequate service level, 47
Advertising. See also Communications
contribution of service personnel, 191
Internet, 198–199, 202–204, 206
service attributes, 43
Affiliative leaders, 494
AHL Insurance Corporation (case), 555
Airline industry
airport location, 131
check-in, 128, 271, 282, 374, 382, 449
determinant attributes, 74
employee involvement in, 342
flight departure delays and, 448–449
hospitality, 104
loyalty reward programs, 373
passenger behavior, 412
revenue management, 153, 154, 162
service employees, 327
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