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

By: Lovelock, Christopher HContributor(s): Wirtz, JochenMaterial type: TextTextLanguage: English Publication details: Noida, India : Dorling Kindersley (India) Pvt. Ltd., c2011. Edition: 7th edDescription: xxi, 683 p. : ill., map ; 27 cmISBN: 9780136107217; 9788131759394; 0136107214Subject(s): Marketing -- Management | Professions -- Marketing | Service industries -- Marketing | Customer services -- MarketingDDC classification: 658.8 LOC classification: HF5415.13 | .L5883 2011Online resources: WorldCat details
Contents:
TOC PART I -- UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS Chapter 1: New Perspectives on Marketing in the Service Economy Chapter 2: Consumer Behavior in a Services Context Chapter 3: Positioning Services in Competitive Markets PART II -- APPLYING THE 4Ps OF MARKETING TO SERVICES Chapter 4: Developing Service Products: Core and Supplementary Elements Chapter 5: Distributing Services through Physical and Electronic Channels Chapter 6: Setting Prices and Implementing Revenue Management Chapter 7: Promoting Services and Educating Customers PART III -- MANAGING THE CUSTOMER INTERFACE Chapter 8: Designing and Managing Service Processes Chapter 9: Balancing Demand and Productive Capacity Chapter 10: Crafting the Service Environment Chapter 11: Managing People for Service Advantage PART IV -- IMPLEMENTING PROFITABLE SERVICE STRATEGIES Chapter 12: Managing Relationships and Building Loyalty Chapter 13: Complaint Handling and Service Recovery Chapter 14: Improving Service Quality and Productivity Chapter 15: Striving for Service Leadership
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Holdings
Item type Current library Collection Call number Copy number Status Date due Barcode Item holds
Text Text Dr. S. R. Lasker Library, EWU
Reserve Section 		Non-fiction 658.8 LOS 2011 (Browse shelf(Opens below)) C-1 Not For Loan 26400
Total holds: 0
Browsing Dr. S. R. Lasker Library, EWU shelves, Shelving location: Reserve Section Close shelf browser (Hides shelf browser)
658.8 LAM 1995 Marketing / 658.8 LAP 1992 Principles of marketing / 658.8 LEM 2010 Marketing: 658.8 LOS 2011 Services marketing : 658.8 MAR Marketing / 658.8 MAR Marketing / 658.8 MAR 2013 Marketing management :

Includes bibliographical references and indexes.

TOC PART I -- UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS Chapter 1: New Perspectives on Marketing in the Service Economy Chapter 2: Consumer Behavior in a Services Context Chapter 3: Positioning Services in Competitive Markets PART II -- APPLYING THE 4Ps OF MARKETING TO SERVICES Chapter 4: Developing Service Products: Core and Supplementary Elements Chapter 5: Distributing Services through Physical and Electronic Channels Chapter 6: Setting Prices and Implementing Revenue Management Chapter 7: Promoting Services and Educating Customers PART III -- MANAGING THE CUSTOMER INTERFACE Chapter 8: Designing and Managing Service Processes Chapter 9: Balancing Demand and Productive Capacity Chapter 10: Crafting the Service Environment Chapter 11: Managing People for Service Advantage PART IV -- IMPLEMENTING PROFITABLE SERVICE STRATEGIES Chapter 12: Managing Relationships and Building Loyalty Chapter 13: Complaint Handling and Service Recovery Chapter 14: Improving Service Quality and Productivity Chapter 15: Striving for Service Leadership

BA

Tahur Ahmed

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