Jochen Wirtz

Services marketing

1983

Winning in service markets

Understanding the Role of Business Analytics

Essentials of Services Marketing

Services Marketing in Asia

Flying high in a competitive industry

Intelligent Automation : Welcome To The World Of Hyperautomation

Service Pricing and Revenue Management

Rules of the Service Game

Revenue Management

Intelligent Automation

Automatisation Intelligente

Complaint Handling and Service Recovery

Designing Service Processes

Crafting the Service Environment

Understanding Service Consumers

Managing Relationships and Building Loyalty

Improving Service Quality and Productivity

Managing People for Service Advantage

Positioning Services in Competitive Markets

Service Marketing Communications

Building a World-Class Service Organisation

Balancing Demand and Capacity

Developing Service Products and Brands