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Services marketing: people, technology, strategy

Author: Lovelock, Christopher ; Wirtz, JochenPublisher: Pearson , 2007. ; Prentice Hall, 2007.Edition: 6th ed.Language: EnglishDescription: 648 p. : Graphs ; 30 cm.ISBN: 0131875523Type of document: BookBibliography/Index: Includes bibliographical references and index and glossary
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Europe Campus
Main Collection
Print HF5415.55 .L68 2007
(Browse shelf)
Available 001223035
Total holds: 0

Includes bibliographical references and index and glossary


Services Marketing People, Technology, Strategy Brief Contents About the Contributors of the Readings and Cases Preface xv vii PART I: UNDERSTANDING SERVICE MARKETS, PRODUCTS, AND CUSTOMERS 2 4 32 Chapter 1 New Perspectives on Marketing in the Service Economy Chapter 2 Customer Behavior in Service Encounters Reading 64 PART II: BUILDING THE SERVICE MODEL 66 68 98 124 154 Chapter 3 Developing Service Concepts: Core and Supplementary Elements Chapter 4 Distributing Services Through Physical and Electronic Channels Chapter 5 Exploring Business Models: Pricing and Revenue Management Chapter 6 Educating Customers and Promoting the Value Proposition Chapter 7 Positioning Services in Competitive Markets Readings 207 184 PART III: MANAGING THE CUSTOMER INTERFACE Chapter 8 Designing and Managing Service Processes Chapter 9 Balancing Demand and Productive Capacity Chapter 10 Crafting the Service Environment Chapter 11 Managing People for Service Advantage Readings 342 288 310 232 260 230 PART IV: IMPLEMENTING PROFITABLE SERVICE STRATEGIES 356 Chapter 12 Managing Relationships and Building Loyalty 358 390 Chapter 13 Achieving Service Recovery and Obtaining Customer Feedback Chapter 14 Improving Service Quality and Productivity Readings 471 CASES Glossary Credits Name Index Subject Index 492 626 633 636 642 416 446 Chapter 15 Organizing for Change Management and Service Leadership

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