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Lovelock, Christopher H.

Services marketing : a European perspective / Christopher Lovelock, Sandra Vandermerwe, Barbara Lewis. - [New ed.] / Christopher Lovelock, Sandra Vandermerwe, Barbara Lewis - London : Prentice Hall Europe, 1999. - xiv, 718p. : ill., facsims., maps ; 25 cm.

Previous ed.: i.e 3rd ed. published as Services marketing /by Christopher Lovelock. London : Prentice-Hall International, 1996.

Includes bibliographical references and index.

Part 1. Understanding services -- Part 2. Understanding customers and managing relationships -- Part 3. Strategic issues in services marketing -- Part 4. Integrating marketing with other management functions

Revised for a European market within a global context, this text includes new chapters on: customer behaviour; complaint handling; managing customer-contact personnel; developing integrated service strategies.

ISBN: 9780130959911 (pbk.) : £23.95 013095991X

Subjects--Topical Terms:
Customer relations.
Service industries--Marketing--Europe
Service industries--Marketing--Europe--Case studies
Business and Management.
Sales & marketing
Customer services

LC Class. No.: HF5415.12.E85 / L68 1999

Dewey Class. No.: 658.8 LOV