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Principles of service marketing and management / Christopher Lovelock, Lauren Wright.

By: Contributor(s): Material type: TextTextPublication details: Upper Saddle River, N.J. : Prentice Hall, c2002.Edition: 2nd edDescription: xix, 436 p. : ill. (some col.) ; 26 cmISBN:
  • 9780130404671
  • 0130404675
Subject(s): DDC classification:
  • 658.8 LOV
  • 658.8 21
LOC classification:
  • HD9981.5 .L68 2002
Contents:
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.
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 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.

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