people, technology, strategy Wirtz, Jochen. creator Lovelock, Christopher. text xxu London World Scientific Publishing Co., Inc. c2016 Eigth monographic eng

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xvii, 783 pages : illustrations ; 27 cm. Contents: Part I- Understanding service products, consumers, and markets. -- Part II- Applying the 4 PS of marketing to services. -- Part III- Managing the customer interface. -- Part IV- Developing customer relationships. -- Part V- Striving for service excellence. -- Part VI- Case studies. Jochen Wirtz and Christopher Lovelock. Includes index. Customer services Marketing c2016. 9781944659011 170201