TY  - BOOK
AU  - Lovelock,Christopher H.
AU  - Van der Merwe,Sandra
AU  - Lewis,Barbara
TI  - Services marketing: a European perspective 
SN  - 9780130959911 (pbk.) :
AV  - HF5415.12.E85 L68 1999
U1  - 658.8 LOV 
PY  - 1999///
CY  - London
PB  - Prentice Hall Europe
KW  - Customer relations
KW  - Service industries
KW  - Europe
KW  - Marketing
KW  - Case studies
KW  - Business and Management
KW  - ukslc
KW  - Sales & marketing
KW  - thema
KW  - Customer services
N1  - 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
N2  - 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
ER  -