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Services marketing: people, technology, strategy

Author: Lovelock, Christopher H. ; Wirtz, JochenPublisher: Prentice Hall, 2004. ; Pearson , 2004.Edition: International and 5th ed.Language: EnglishDescription: 652 p. : Graphs/Ill./Photos ; 26 cm.ISBN: 0131268465Type of document: BookBibliography/Index: Includes bibliographical references and index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book (short loan) Asia Campus
Textbook Collection
Print HF5415.55 .L68 2004
(Browse shelf)
Available 900097191
Total holds: 0

Includes bibliographical references and index


Services marketing Preface xi xvii About the Authors PART ONE: UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, 1 AND MARKETS Chapter 1 Chapter 2 Chapter 3 Readings Introduction to Services Marketing 3 Consumer Behavior in Service Encounters Positioning Services in Competitive Markets 78 93 29 57 PART TWO: KEY ELEMENTS OF SERVICES MARKETING Chapter 4 Chapter 5 Chapter 6 Chapter 7 Readings Creating the Service Product 95 Designing the Communications Mix for Services Pricing and Revenue Management 151 Distributing Services 181 207 229 124 PART THREE MANAGING THE SERVICE DELIVERY PROCESS Chapter 8 Chapter 9 Chapter 10 Chapter 11 Readings Designing and Managing Service Processes 231 Balancing Demand and Capacity 259 Planning the Service Environment 285 Managing People for Service Advantage 309 341 349 PART FOUR: IMPLEMENTING SERVICES MARKETING Chapter 12 Chapter 13 Chapter 14 Chapter 15 Readings CASES Managing Relationships and Building Loyalty 351 Customer Feedback and Service Recovery 381 Improving Service Quality and Productivity 405 Organizing for Service Leadership 437 462 486 Credits 641 Name Index 643 Subject Index 648

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