Principles of service marketing and management / Christopher Lovelock, Lauren Wright.
Material type: TextPublication details: Upper Saddle River, N.J. : Prentice Hall, c2002.Edition: 2nd edDescription: xix, 436 p. : ill. (some col.) ; 26 cmISBN:- 9780130404671
- 0130404675
- 658.8 LOV
- 658.8 21
- HD9981.5 .L68 2002
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 | 118685 | ||
Long Loan | TUS: Midlands, Main Library Athlone General Lending | 658.8 LOV (Browse shelf(Opens below)) | 1 | Available | 118686 | ||
Long Loan | TUS: Midlands, Main Library Athlone General Lending | 658.8 LOV (Browse shelf(Opens below)) | 1 | Available | 118689 | ||
Long Loan | TUS: Midlands, Main Library Athlone General Lending | 658.8 LOV (Browse shelf(Opens below)) | 1 | Available | 118690 | ||
Short Loan | TUS: Midlands, Main Library Athlone General Lending | 658.8 LOV (Browse shelf(Opens below)) | 1 | Available | 118687 | ||
Short Loan | TUS: Midlands, Main Library Athlone General Lending | 658.8 LOV (Browse shelf(Opens below)) | 1 | Available | 118688 |
Includes bibliographical references and index.
Part 1. Understanding Services; Chapter 1.why study services? -- Chapter 2.understanding service processes. Part 2. The Service Customer; Chapter 3.managing service encounters -- Chapter 4.customer behaviour in service environments -- Chapter 5.relationship marketing and customer loyalty -- Chapter 6.complaint handling and service recovery. Part 3. Service Marketing Strategy; Chapter 7.the service product -- Chapter 8.pricing strategies for services -- Chapter 9.promotion and education -- Chapter 10.service positioning and design. Part 4.service delivery issues; Chapter 11.creating delivery systems in place, cyberspace and time -- Chapter 12.creating value through productivity and quality -- Chapter 13.balancing demand and capacity -- Chapter 14.managing customer waiting lines and reservations. Part 5.integrating marketing, operations, and human resources; Chapter 15.employee roles in service organisations -- Chapter 16.the impact of technology on services -- Chapter 17.organising for service leadership.