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Services marketing : people, technology, strategy / Christopher Lovelock, Jochen Wirtz.

By: Contributor(s): Material type: TextTextPublication details: Upper Saddle River, N.J. : [Great Britain] Pearson/Prentice Hall, c2004.Edition: 5th edDescription: xviii, 652 p. : ill., map ; 26 cmISBN:
  • 9780131138650 :
  • 0131138650
Subject(s): DDC classification:
  • 658.8 LOV
LOC classification:
  • HF5415.122 .L68 2004
Incomplete contents:
Part one: Understanding service products, consumers, and markets -- Chapter 1.Introduction to services marketing -- Chapter 2.Consumer behavior in service encounters -- Chapter 3.Positioning services in competitive markets -- Part two: Key elements of services marketing -- Chapter 4.Creating the service product -- Chapter 5.Designing the communications mix for services -- Chapter 6.Pricing and revenue management -- Chapter 7.Distributing services -- Part three: Managing the service delivery process -- Chapter 8.Designing and managing service processes -- Chapter 9.Balancing demand and capacity -- Chapter 10.Planning the service environment -- Chapter 11.Managing people for service advantage -- Part four: Implementing service marketing -- Chapter 12. Managing relationships and building loyalty -- Chapter 13.Customer feedback and service recovery -- Chapter 14.Improving service quality and productivity -- Chapter 15.Organizing for service leadership -- Cases.
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 00214657
Short Loan TUS: Midlands, Main Library Athlone General Lending 658.8 LOV (Browse shelf(Opens below)) 1 Available 00211511
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 LOV (Browse shelf(Opens below)) 1 Available 00210118

Previous ed. : 2001.

Includes bibliographical references and indexes.

Part one: Understanding service products, consumers, and markets -- Chapter 1.Introduction to services marketing -- Chapter 2.Consumer behavior in service encounters -- Chapter 3.Positioning services in competitive markets -- Part two: Key elements of services marketing -- Chapter 4.Creating the service product -- Chapter 5.Designing the communications mix for services -- Chapter 6.Pricing and revenue management -- Chapter 7.Distributing services -- Part three: Managing the service delivery process -- Chapter 8.Designing and managing service processes -- Chapter 9.Balancing demand and capacity -- Chapter 10.Planning the service environment -- Chapter 11.Managing people for service advantage -- Part four: Implementing service marketing -- Chapter 12. Managing relationships and building loyalty -- Chapter 13.Customer feedback and service recovery -- Chapter 14.Improving service quality and productivity -- Chapter 15.Organizing for service leadership -- Cases.

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