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Services marketing : managing the service value chain / Manfred Bruhn and Dominck Georgi.

By: Contributor(s): Material type: TextPublication details: Harlow, England : Financial Times/Prentice Hall, 2006.Description: xxvi, 478 p. : ill. ; 25 cmISBN:
  • 0273681575 (pbk.)
  • 9780273681571
Subject(s): LOC classification:
  • HD9980.5 .B78
Contents:
Cover -- Services Marketing -- Contents -- List of figures -- List of tables -- Preface -- Guided tour -- Publisher's acknowledgements -- Part 1 Basic concept: The Service Value Chain -- Managing the service process by the Service Value Chain -- It's all about value -- Services are processes -- The Service Value Chain -- Summary -- Case study: Creating value at Ritz-Carlton -- Value creation by services marketing: Service Value Chain and Service Profit Chain -- Integrating the Service Value Chain and the Service Profit Chain -- Customer value -- Value-driving customer behaviours -- How customers evaluate services -- Value contribution of the Service Value Chain -- Summary -- Case study: The service profit chain at a UK Grocery Store -- Case Study: The Service Profit Chain At Canadian Imperial bank of Commerce (Cibc) -- Part 2 Primary value processes: Managinginteractions and relationships -- The customer interaction process: Managing customer integration, the service encounter and service recovery -- Value creation by service interactions -- Customer integration -- Producing a service in the service encounter -- Service recovery -- Summary -- Case Study: Fujitsu Consulting: Mobile Operators creating Value by Service Interactions -- The customer relationship process: Managing customer acquisition, retention and recovery -- Value contribution of customer relationships -- Understanding customer relationships -- Understanding and managing relational behaviours -- Relationship quality: Customer perceptions of their relationships to service providers -- Summary -- Case Study: Tesco's Clubcard -- Part 3 Secondary value processes: Creating service value -- Defining the benefit part of service value: The service product -- Value contribution of the service product -- Elements of the service product -- Decisions regarding the service product -- Summary -- Case Study: Recreational Equipment (REI): The Greatest Shop In The World -- Defining the cost part of service value: Service pricing -- Value contribution of pricing -- Determining service price -- Strategic options of price discrimination -- Summary -- Case Study: Restructuring The Pricing Strategy of An Australian Football Club -- Delivering service value: Managing service delivery -- Value contribution of service delivery -- Place of service delivery -- Timing of service delivery -- Channels of service distribution and delivery -- Summary -- Case Study: Multi-Channelling Atmövenpick Wein Corporation -- Communicating service value: Service communications and branding -- Value contribution of branding and communications -- Interactional, relational and brand communications -- Service branding and communications -- Instruments of service communications -- Integrated communications -- Summary -- Case Study: Virgin Mobile: Growth Through Branding and Communications In a Saturated Market -- Part 4 Secondary value processes: Managing service resources for value -- Managing employees, tangibles and technology for value -- Managing the behaviour of service employees --ti.
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Cover image Item type Current library Home library Collection Shelving location Call number Materials specified Vol info URL Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Books Methodist University Library Main General Stacks Reference HD9980.5 .B78 (Browse shelf(Opens below)) Available 33847
Books Methodist University Library Main General Stacks Reference HD9980.5 .B78 (Browse shelf(Opens below)) Available 28041
Books Methodist University Library Main General Stacks HD9980.5 .B78 (Browse shelf(Opens below)) Available 33846
Books Methodist University Library Main General Stacks HD9980.5 .B78 (Browse shelf(Opens below)) Available 28042

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Includes bibliographical references and index

Cover --
Services Marketing --
Contents --
List of figures --
List of tables --
Preface --
Guided tour --
Publisher's acknowledgements --
Part 1 Basic concept: The Service Value Chain --
Managing the service process by the Service Value Chain --
It's all about value --
Services are processes --
The Service Value Chain --
Summary --
Case study: Creating value at Ritz-Carlton --
Value creation by services marketing: Service Value Chain and Service Profit Chain --
Integrating the Service Value Chain and the Service Profit Chain --
Customer value --
Value-driving customer behaviours --
How customers evaluate services --
Value contribution of the Service Value Chain --
Summary --
Case study: The service profit chain at a UK Grocery Store --
Case Study: The Service Profit Chain At Canadian Imperial bank of Commerce (Cibc) --
Part 2 Primary value processes: Managinginteractions and relationships --
The customer interaction process: Managing customer integration, the service encounter and service recovery --
Value creation by service interactions --
Customer integration --
Producing a service in the service encounter --
Service recovery --
Summary --
Case Study: Fujitsu Consulting: Mobile Operators creating Value by Service Interactions --
The customer relationship process: Managing customer acquisition, retention and recovery --
Value contribution of customer relationships --
Understanding customer relationships --
Understanding and managing relational behaviours --
Relationship quality: Customer perceptions of their relationships to service providers --
Summary --
Case Study: Tesco's Clubcard --
Part 3 Secondary value processes: Creating service value --
Defining the benefit part of service value: The service product --
Value contribution of the service product --
Elements of the service product --
Decisions regarding the service product --
Summary --
Case Study: Recreational Equipment (REI): The Greatest Shop In The World --
Defining the cost part of service value: Service pricing --
Value contribution of pricing --
Determining service price --
Strategic options of price discrimination --
Summary --
Case Study: Restructuring The Pricing Strategy of An Australian Football Club --
Delivering service value: Managing service delivery --
Value contribution of service delivery --
Place of service delivery --
Timing of service delivery --
Channels of service distribution and delivery --
Summary --
Case Study: Multi-Channelling Atmövenpick Wein Corporation --
Communicating service value: Service communications and branding --
Value contribution of branding and communications --
Interactional, relational and brand communications --
Service branding and communications --
Instruments of service communications --
Integrated communications --
Summary --
Case Study: Virgin Mobile: Growth Through Branding and Communications In a Saturated Market --
Part 4 Secondary value processes: Managing service resources for value --
Managing employees, tangibles and technology for value --
Managing the behaviour of service employees --ti.

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