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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Part III: Designing and Managing the Customer Interface
PART III of this book focuses on managing the interface between customers and the service organization. It covers the additional 3 Ps (Process, Physical environment, and People) that are unique to services marketing. It consists of the following four chapters:
Chapter 8 Designing and Managing Service Processes
The chapter begins with the design of an effective delivery process. It specifies how operating and delivery systems link together to create the promised value proposition. Very often, customers are actively involved in service creation, especially as co-producers, and the process becomes their service experience.
Chapter 9 Balancing Demand and Capacity
This chapter continues our study ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.