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Services marketing : people, technology, strategy.

By: Contributor(s): Material type: TextTextPublication details: Boston, [Mass.] ; London : Pearson, c2011.Edition: 7th ed., Global ed. / Christopher Lovelock, Jochen WirtzDescription: 648 p. : ill., ports. ; 28 cmISBN:
  • 9780136118749 (pbk.) :
  • 0136118747
Subject(s): DDC classification:
  • 658.8 LOV
LOC classification:
  • HF5415.13 .L5883 2011
Contents:
Part I.Understanding service products, consumers, and markets -- 1.New perspectives on marketing in the service economy -- 2.Consumer behavior in a services context -- 4.Positioning services in competitive markets -- Part II.Applying the 4 Ps of marketing to services -- 4.Developing service prodcuts: core and supplementary elements -- 5.Distributing services through physical and electronic channels -- 6.Setting prices and implementing revenue management -- 7.Promoting services and educating customers -- Part III.Managing the customer interface -- 8.Designing and managing service processes -- 9.Balancing demand and productive capacity -- 10.Crafting the service enviroment -- 11.Managing people for service advantage -- Part IV.Implementing profitable service strategies -- 12.Managing relationshps and building loyalty -- 13.Complaint handling and service recovery -- 14.Improving service quality and productivity -- 15.Striving for service leadership.
Summary: This comprehensive text provides a managerial overview of services by combining conceptual rigor with practical applications.
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 218955
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 LOV (Browse shelf(Opens below)) 1 Available 218954
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 LOV (Browse shelf(Opens below)) 1 Available 218956
Short Loan TUS: Midlands, Main Library Athlone General Lending 658.8 LOV (Browse shelf(Opens below)) 1 Available 218121
Short Loan TUS: Midlands, Main Library Athlone General Lending 658.8 LOV (Browse shelf(Opens below)) 1 Available 215035
Short Loan TUS: Midlands, Main Library Athlone General Lending 658.8 LOV (Browse shelf(Opens below)) 1 Available 215036

Previous ed.: Upper Saddle River, N.J.: Pearson Prentice Hall, 2007.

Includes bibliographical references and index.

Part I.Understanding service products, consumers, and markets -- 1.New perspectives on marketing in the service economy -- 2.Consumer behavior in a services context -- 4.Positioning services in competitive markets -- Part II.Applying the 4 Ps of marketing to services -- 4.Developing service prodcuts: core and supplementary elements -- 5.Distributing services through physical and electronic channels -- 6.Setting prices and implementing revenue management -- 7.Promoting services and educating customers -- Part III.Managing the customer interface -- 8.Designing and managing service processes -- 9.Balancing demand and productive capacity -- 10.Crafting the service enviroment -- 11.Managing people for service advantage -- Part IV.Implementing profitable service strategies -- 12.Managing relationshps and building loyalty -- 13.Complaint handling and service recovery -- 14.Improving service quality and productivity -- 15.Striving for service leadership.

This comprehensive text provides a managerial overview of services by combining conceptual rigor with practical applications.

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