Jochen Wirtz – författare
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39 produkter
SERVICES MARKETING: PEOPLE, TECHNOLOGY, STRATEGY (NINTH EDITION)
Av Jochen Wirtz, Christopher Lovelock
Häftad, 2021
745 kr
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Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media, and case examples.This …
Agentic Artificial Intelligence
Harnessing AI Agents to Reinvent Business, Work, and Life
Av Bornet, Jochen Wirtz m. fl.
Häftad, 2025
324 kr
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AGENTIC ARTIFICIAL INTELLIGENCE: HARNESSING AI AGENTS TO REINVENT BUSINESS, WORK, AND LIFE
Av Pascal Bornet, Jochen Wirtz
Häftad, 2025
289 kr
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"Agents are (...) bringing about the biggest revolution in computing since we went from typing commands to tapping on icons."Bill Gates "AI agents will become the primary way we interact with computers in the future."Satya Nadella "The age of agentic AI is here"Jensen Huang This book is a …
Essentials of Services Marketing
Av Jochen Wirtz
Häftad, 2022
1043 kr
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For undergraduate courses in services marketing. As economies across the world continue to transition toward services, skills in marketing and managing services have never been more important. Essentials of Services Marketing, 4e, captures the reality of today’s world, incorporates recent academic …
Flying High in a Competitive Industry
Cost-effective Service Excellence at Singapore Airlines
Av Jochen Wirtz, Loizos Heracleous m. fl.
Inbunden, 2006
155 kr
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Singapore Airlines (SIA) is widely acknowledged as one of the leading airlines, if not the best airline, globally. This book provides insights into a simple but intriguing question: How has SIA managed to outperform other flag-carriers for decades, in an industry where it is notoriously difficult …
Essentials of Services Marketing
Av Jochen Wirtz
2023
708 kr
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For undergraduate courses in services marketing. As economies across the world continue to transition toward services, skills in marketing and managing services have never been more important. Essentials of Services Marketing, 4e, captures the reality of today’s world, incorporates recent academic …
Intelligent Automation
Learn how to harness Artificial Intelligence to boost business & make our world more human
Av Pascal Bornet, Ian Barkin m. fl.
Inbunden, 2020
1043 kr
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SERVICES MARKETING: PEOPLE, TECHNOLOGY, STRATEGY (EIGHTH EDITION)
Av Jochen Wirtz, Christopher Lovelock
Inbunden, 2016
1322 kr
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Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This …
SERVICES MARKETING: PEOPLE, TECHNOLOGY, STRATEGY (EIGHTH EDITION)
Av Jochen Wirtz, Christopher Lovelock
Häftad, 2016
482 kr
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Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This …
WINNING IN SERVICE MARKETS: SUCCESS THROUGH PEOPLE, TECHNOLOGY AND STRATEGY
Av Jochen Wirtz
Inbunden, 2016
1542 kr
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Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing …
WINNING IN SERVICE MARKETS: SUCCESS THROUGH PEOPLE, TECHNOLOGY AND STRATEGY
Av Jochen Wirtz
Häftad, 2016
681 kr
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Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing …
UNDERSTANDING SERVICE CONSUMERS
Av Jochen Wirtz
Häftad, 2017
166 kr
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In services marketing, it is important to understand why customers behave the way they do. How do they make decisions about buying and using a service? What determines their satisfaction with it after consumption? Without this understanding, no firm can hope to create and deliver services that will …
POSITIONING SERVICES IN COMPETITIVE MARKETS
Av Jochen Wirtz
Häftad, 2017
166 kr
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What makes consumers or institutional buyers select, and remain loyal to, one service provider over another? Without knowing which product features are of specific interest to customers, it is hard for managers to develop an appropriate strategy. As competition intensifies in the service sector, it …
DEVELOPING SERVICE PRODUCTS AND BRANDS
Av Jochen Wirtz
Häftad, 2017
161 kr
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All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product is a complex task that requires an understanding of how the core and supplementary services should be combined, sequenced, and delivered to create a …
PRICING SERVICES AND REVENUE MANAGEMENT
Av Jochen Wirtz
Häftad, 2017
161 kr
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Creating a viable service requires a business model that allows for the costs of creating and delivering the service, in addition to a margin for profits, to be recovered through realistic pricing and revenue management strategies. However, the pricing of services is complicated. Pricing Services …
SERVICE MARKETING COMMUNICATIONS
Av Jochen Wirtz
Häftad, 2017
161 kr
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Developing an effective service marketing communications strategy starts with a good understanding of the service product and its prospective buyers. It is essential to understand target market segments and their exposure to different media, consumers' awareness of the service product, their …
DESIGNING CUSTOMER SERVICE PROCESSES
Av Jochen Wirtz
Häftad, 2017
161 kr
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From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss …
BALANCING CAPACITY AND DEMAND IN SERVICE OPERATIONS
Av Jochen Wirtz
Häftad, 2017
166 kr
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Many services with limited capacity face wide swings in demand that can be caused by the change in seasons. The effective use of expensive productive capacity is one of the secrets of success in such businesses. By working with managers in operations and human resources, service marketers need to …
CRAFTING THE SERVICE ENVIRONMENT
Av Jochen Wirtz
Häftad, 2017
166 kr
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Designing the service environment is an art that involves a lot of time and effort, and can be expensive to implement. Service environments relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites. Crafting …
MANAGING PEOPLE FOR SERVICE ADVANTAGE
Av Jochen Wirtz
Häftad, 2017
166 kr
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Highly capable and motivated people are at the center of service excellence and productivity. Behind today's successful service organizations stands a firm commitment to effective management of human resources, including the recruitment, selection, training, motivation, and retention of employees. …
MANAGING CUSTOMER RELATIONSHIPS AND BUILDING LOYALTY
Av Jochen Wirtz
Häftad, 2017
166 kr
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Targeting, acquiring, and retaining the "right" customers is at the core of many successful service firms. The objective is to build the relationships and develop loyal customers who will contribute to a growing volume of business with the firm in the future. Managing Customer Relationships and …
DESIGNING COMPLAINT HANDLING AND SERVICE RECOVERY STRATEGIES
Av Jochen Wirtz
Häftad, 2017
162 kr
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The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds …
SERVICE QUALITY AND PRODUCTIVITY MANAGEMENT
Av Jochen Wirtz
Häftad, 2017
162 kr
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The relationship between productivity and customer satisfaction is complex. Service Quality and Productivity Management describes that the quality and productivity are twin paths in creating value for both customers and organizations. This book describes how to improve service quality and …
BUILDING A WORLD CLASS SERVICE ORGANIZATION (ASSESSMENT TOOL)
Av Jochen Wirtz
Häftad, 2017
166 kr
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Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the 13th volume in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This …
RULES OF THE SERVICE GAME: WHAT SERVICE LEADERS NEED TO KNOW
Av Jochen Wirtz, Benjamin Schneider m. fl.
Inbunden, 2028
830 kr
Kommande
This book summarizes the "rules of the service game" and presents the distilled lessons from three leaders' decades-long experience in consulting, teaching, and research on service, summarizing the "rules of the game" they have learned. In particular, the authors emphasize that people (customers, …
Services Marketing
Menschen – Technologien – Strategien
Av Jochen Wirtz, Stefanie Paluch
Häftad, 2027
1106 kr
Kommande
Dieses internationale Standardwerk, das erstmals in deutscher Sprache verfügbar ist, vermittelt die zentralen Konzepte des modernen Service Marketing wissenschaftlich fundiert, praxisnah und anwendungsorientiert. Jochen Wirtz und Stefanie Paluch zeigen, wie Customer Behavior und Customer Experience …
Pearson eText for Fundamentos del marketing de servicios
Av Jochen Wirtz
2025
409 kr
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En una economía impulsada por las experiencias y las relaciones con los clientes, comprender cómo diseñar y gestionar servicios eficaces es más importante que nunca. Fundamentos del marketing de servicios ofrece una introducción actualizada a los principios esenciales del marketing y la gestión de …
Pearson eText for Fundamentos del marketing de servicios
Av Jochen Wirtz
2025
227 kr
Lägg i varukorg
En una economía impulsada por las experiencias y las relaciones con los clientes, comprender cómo diseñar y gestionar servicios eficaces es más importante que nunca. Fundamentos del marketing de servicios ofrece una introducción actualizada a los principios esenciales del marketing y la gestión de …
Pearson eText for Fundamentos del marketing de servicios
Av Jochen Wirtz
2025
294 kr
Lägg i varukorg
En una economía impulsada por las experiencias y las relaciones con los clientes, comprender cómo diseñar y gestionar servicios eficaces es más importante que nunca. Fundamentos del marketing de servicios ofrece una introducción actualizada a los principios esenciales del marketing y la gestión de …
INTELLIGENT AUTOMATION: WELCOME TO THE WORLD OF HYPERAUTOMATION: LEARN HOW TO HARNESS ARTIFICIAL INTELLIGENCE TO BOOST BUSINESS & MAKE OUR WORLD MORE HUMAN
WELCOME TO WORLD OF HYPERAUTOMATION
Av Pascal Bornet, Ian Barkin m. fl.
Inbunden, 2021
738 kr
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"This insightful and practical guidebook is instrumental for success in the Fourth Industrial Revolution."Klaus SchwabFounder and Executive Chairman of the World Economic Forum "One of the most important books of our times!"Bernard MarrInternationally bestselling author and strategic …
