Jochen Wirtz

Designing Customer Service Processes

Service Quality and Productivity Management

Managing Customer Relationships and Building Loyalty

Pricing Services and Revenue Management

Service Marketing Communications

Developing Service Products and Brands

Designing Complaint Handling and Service Recovery Strategies

Building a World Class Service Organization (Assessment Tool)

Positioning Services in Competitive Markets

Balancing Capacity and Demand in Service Operations

Managing People for Service Advantage

Understanding Service Consumers

Crafting the Service Environment

Winning in Service Markets

Services Marketing