The Test Bank for Essentials of Services Marketing 3rd Edition by Wirtz includes Real-World Questions & Answers for Serious Test-Prepping.
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* covers ALL chapters in the table of contents listed on our website so you can quickly review material and reinforce key concepts.
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Professionally created to provide realistic questions with correct answers. The majority of questions are in the multiple choice format. These are the same types of questions you are most likely to find on the exam. You can have confidence these questions cover all the major concepts found the in book.
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|Table of Contents||PART I — UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS Chapter 1: Introduction to Services Marketing Chapter 2: Consumer Behavior in a Services Context Chapter 3: Positioning Services in Competitive Markets PART II — APPLYING THE 4Ps OF MARKETING TO SERVICES Chapter 4: Developing Service Products and Brands Chapter 5: Distributing Services through Physical and Electronic Channels Chapter 6: Setting Prices and Implementing Revenue Management Chapter 7: Promoting Services and Educating Customers PART III — DESIGNING AND MANAGING THE CUSTOMER INTERFACE Chapter 8: Designing Service Processes Chapter 9: Balancing Demand and Capacity Chapter 10: Crafting the Service Environment Chapter 11: Managing People for Service Advantage PART IV — DEVELOPING CUSTOMER RELATIONSHIPS Chapter 12: Managing Relationships and Building Loyalty Chapter 13: Complaint Handling and Service Recovery PART V — STRIVING FOR SERVICE EXCELLENCE Chapter 14: Improving Service Quality and Productivity Chapter 15: Building a World-Class Service Organization|