TY  - BOOK
AU  - Lovelock,Christopher H.
AU  - Wirtz,Jochen
TI  - Services marketing: people, technology, strategy 
SN  - 9780136107217
AV  - HF5415.13 .L5883 2011
U1  - 658.8 
PY  - 2011///
CY  - Noida, India
PB  - Dorling Kindersley (India) Pvt. Ltd.
KW  - Marketing
KW  - Management
KW  - Professions
KW  - Service industries
KW  - Customer services
N1  - 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
UR  - http://www.worldcat.org/title/services-marketing-people-technology-strategy/oclc/441947355&referer=brief_results
ER  -