Services marketing: people, technology, strategy
Author: Lovelock, Christopher H. Publisher: 2007Edition: International and 6th ed.Language: EnglishDescription: 648 p. ; 27 cm.ISBN: 0132056763Type of document: BookBibliography/Index: Includes index
| Item type | Current location | Collection | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
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Asia Campus Textbook Collection |
HF5415.55 .L68 2007
(Browse shelf) 900172974 |
Consultation only | 900172974 | |||
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Asia Campus Textbook Collection |
HF5415.55 .L68 2007
(Browse shelf) 900172981 |
Consultation only | 900172981 |
Includes index
Digitized
Services marketing Services marketing About the Contributors of the Readings and Cases Preface xv vii PART I: Chapter 1 Chapter 2 Reading UNDERSTANDING SERVICE M A R K E T S , PRODUCTS, AND C U S T O M E R S 2 New Perspectives on Marketing in the Service Economy Customer Behavior in Service Encounters 32 64 4 PART II: Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Readings BUILDING T H E SERVICE M O D E L 66 Developing Service Concepts: Core and Supplementary Elements 68 Distributing Services Through Physical and Electronic Channels 98 Exploring Business Models: Pricing and Revenue Management 124 Educating Customers and Promoting the Value Proposition 154 Positioning Services in Competitive Markets 184 207 PARTIII: MANAGINGTHECUSTOMERINTERFACE Designing and Managing Service Processes 232 Balancing Demand and Productive Capacity 260 Crafting the Service Environment 288 Managing People for Service Advantage 310 342 230 Chapter 8 Chapter 9 Chapter 10 Chapter 11 Readings PART IV: I M P L E M E N T I N G PROFITABLE SERVICE STRATEGIES 356 Managing Relationships and Building Loyalty 358 Achieving Service Recovery and Obtaining Customer Feedback 390 Improving Service Quality and Productivity 416 Organizing for Change Management and Service Leadership 446 471 492 626 Chapter 12 Chapter 13 Chapter 14 Chapter 15 Readings CASES Glossary Credits Name Index 633 636 642 Subject Index
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