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Series Editor
Professor Jochen Wirtz
NUS Business School
Email: jochen@nus.edu.sg
Professor Jochen Wirtz
NUS Business School
Email: jochen@nus.edu.sg
The Winning in Service Markets Series covers the key aspects of services marketing and management based on sound academic evidence and knowledge. The books in this series is written by services marketing expert Jochen Wirtz, author of globally leading textbook for Services Marketing. Each book in the series covers different themes in the study of services marketing and management, is accessible, practical and presented in an easy-to-read format for busy practitioners and eMBA students.
- Volume 14-Forthcoming-Rules of the Service Game: What Service Leaders Need to Know
- Volume 13-Building a World Class Service Organization (Assessment Tool)
- Volume 12-Service Quality and Productivity Management
- Volume 11-Designing Complaint Handling and Service Recovery Strategies
- Volume 10-Managing Customer Relationships and Building Loyalty
- Volume 9-Managing People for Service Advantage
- Volume 8-Crafting the Service Environment
- Volume 7-Balancing Capacity and Demand in Service Operations
- Volume 6-Designing Customer Service Processes
- Volume 5-Service Marketing Communications
- Volume 4-Pricing Services and Revenue Management
- Volume 3-Developing Service Products and Brands
- Volume 2-Positioning Services in Competitive Markets
- Volume 1-Understanding Service Consumers