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)
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