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Services marketing : people, technology, strategy.

By: Contributor(s): Material type: TextTextPublication details: Upper Saddle River, N.J. : Pearson Prentice Hall, c2007.Edition: 6th ed. / Christopher Lovelock, Jochen WirtzDescription: xx, 648 p. : ill. ; 29 cmISBN:
  • 9780131875524 (hbk.) :
  • 9780131875524
Subject(s): DDC classification:
  • 658.8 LOV
LOC classification:
  • HF5415.13 .L5883 2007
Contents:
Part 1: Understanding service markets, products, and customers -- 1.New perspectives on marketing in the service economy -- 2.Customer behavior in service encounters -- Par II.Building the service model -- 3.Developing service concepts: core and supplementary elements -- 4.Distributing services through physical and electronic channels -- 5.Exploring business models: pricing and revenue management -- 6.Educating customers and promoting the value proposition -- 7.Positioning services in competitive markets -- Part III.Managing the customer interface -- 8.Designing and managing service processes -- 9.Balancing demand and productive capacity -- 10.Crafting the service environment -- 11.Managing people for service advantage -- Part IV.Implementing profitalbe service strategies -- 12.Managing relationships and building loyalty -- 13.Achieving service recovery and obtaining customer feedback -- 14.Improving service quality and productivity -- 15.Organizing for change management and service leadership -- Reading -- Cases.
Summary: This comprehensive text provides a managerial overview of services by combining conceptual rigor with practical applications.
Holdings
Item type Current library Call number Copy number Status Date due Barcode
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 LOV (Browse shelf(Opens below)) 1 Available 204572

Previous ed.: 2004.

Text on lining paper.

Includes bibliographical references and index.

Part 1: Understanding service markets, products, and customers -- 1.New perspectives on marketing in the service economy -- 2.Customer behavior in service encounters -- Par II.Building the service model -- 3.Developing service concepts: core and supplementary elements -- 4.Distributing services through physical and electronic channels -- 5.Exploring business models: pricing and revenue management -- 6.Educating customers and promoting the value proposition -- 7.Positioning services in competitive markets -- Part III.Managing the customer interface -- 8.Designing and managing service processes -- 9.Balancing demand and productive capacity -- 10.Crafting the service environment -- 11.Managing people for service advantage -- Part IV.Implementing profitalbe service strategies -- 12.Managing relationships and building loyalty -- 13.Achieving service recovery and obtaining customer feedback -- 14.Improving service quality and productivity -- 15.Organizing for change management and service leadership -- Reading -- Cases.

This comprehensive text provides a managerial overview of services by combining conceptual rigor with practical applications.

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