Services marketing : people, technology, strategy / Jochen Wirtz, Christopher Lovelock.

Includes index.

Contents: About the Authors; About the Contributors of the Case Studies; Preface; Acknowledgements; List of Case Studies; Case 1 Sullivan Ford Auto World; Case 2 Dr. Beckett's Dental Office; Case 3 Bouleau & Huntley: Cross-selling Professional Services; Case 4 Uber: Competing as Market Leader in the US versus Being a Distant Second in China; Case 5 Banyan Tree: Designing and Delivering a Branded Service Experience; Case 6 Kiwi Experience; Case 7 The Accra Beach Hotel: Block Booking of Capacity during a Peak Period; Case 8 Aussie Pooch Mobile; Case 9 Shouldice Hospital Limited (Abridged); Case 10 Delwarca Software Remote Support Unit; Case 11 Red Lobster; Case 12 Raleigh & Rosse: Measure to Motivate Exceptional Service; Case 13 Singapore Airlines: Managing Human Resources for Cost-effective Service Excellence; Case 14 Dr. Mahalee Goes to London: Global Client Management; Case 15 Royal Dining Membership Program Dilemma; Case 16 Starbucks: Delivering Customer Service; Case 17 LUX*: Staging a Service Revolution in a Resort Chain; Case 18 KidZania: Shaping a Strategic Service Vision for the Future; Case 19 Susan Munro, Service Customer; Case 20 Jollibee Foods Corporation; Case 21 Hotel Imperial; Case 22 Giordano: Positioning for International Expansion; Case 23 Revenue Management of Gondolas: Maintaining the Balance Between Tradition and Revenue; Case 24 Revenue Management at Prego Italian Restaurant; Case 25 Managing Word-of-Mouth: The Referral Incentive Program That Backfired; Case 26 National Library Board Singapore: World-Class Service through Innovation and People Centricity; Case 27 TLContact: CarePages Service; Case 28 Massachusetts Audubon Society; Case 29 Menton Bank; Case 30 Bossard Asia-Pacific: Can It Make Its CRM Strategy Work?; Case 31 Customer Asset Management at DHL in Asia; Case 32 The Broadstripe Service Guarantee; Glossary; Name Index; Subject Index;

Readership: Primary market — University students taking the Services Marketing course, generally compulsory for Business and Marketing students, as well as MBA and EMBA students; Secondary market — marketing professionals and practitioners.

Supplementary Material Resources:
Resources are also available to instructors who adopt this textbook for their courses. These include: Instructor's Manual and Case Teaching Notes; Powerpoint Desks ; Test Bank; Online Case Studies; Teaching Notes & Slides;