Services marketing : people, technology, strategy.
Material type: TextPublication 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
- 658.8 LOV
- HF5415.13 .L5883 2007
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.