Abstract

Creating and marketing value in today’s increasingly service and knowledge-intensive economy requires an understanding of the powerful design and packaging of ‘intangible’ benefits and products, high-quality service operations and customer information management processes, motivated and competent front-line employees, a loyal and profitable customer base, and the development and implementation of a coherent service strategy to transform these assets into improved business performance.

• Authors: Jochen Wirtz, Christopher Lovelock
• Published: 29 March 2016
• Publisher: World Scientific
• Page count: 800
• ISBN: 9781944659004 (hardcover); 9781944659011 (paperback)