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.
9780130959911 (pbk.) : £23.95 013095991X
Customer relations. Service industries--Marketing--Europe Service industries--Marketing--Europe--Case studies Business and Management. Sales & marketing Customer services