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Principles of service marketing and management

Author: Lovelock, Christopher ; Wright, LaurenPublisher: Prentice Hall, 2002. ; Pearson Education, 2002.Edition: International and 2nd ed.Language: EnglishDescription: 436 p. : Graphs/Ill./Photos ; 26 cm.ISBN: 0130950122Type 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 Asia Campus
Textbook Collection
Print HF5415.55 .L68 2002
(Browse shelf)
Consultation only 900194181
Total holds: 0

Includes bibliographical references and index and glossary


Principles of Service Marketing and Management Contents Preface About the Authors part one chapter one chapter two part two chapter three chapter four chapter five chapter six part three chapter seven chapter eight chapter nine chapter ten part four xvi xx 2 4 26 48 50 74 96 118 138 140 166 190 214 238 240 262 286 302 320 332 344 368 Understanding Services Why Study Services? Understanding Service Processes The Service Customer Managing Service Encounters Customer Behavior in Service Environments Relationship Marketing and Customer Loyalty Complaint Handling and Service Recovery Service Marketing Strategy The Service Product Pricing Strategies for Services Promotion and Education Service Positioning and Design Service Delivery Issues chapter eleven Creating Delivery Systems in Place, Cyberspace, and Time chapter twelve Creating Value Through Productivity and Quality chapter thirteen Balancing Demand and Capacity chapter fourteen Managing Customer Waiting Lines and Reservations part five Integrating Marketing, Operations, and Human Resources chapter fifteen Employee Roles in Service Organizations chapter sixteen The Impact ofTechnology on Services chapter seventeen Organizing for Service Leadership Cases Glossary Credits Index 392 423 429 31

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