Services marketing : people, technology, strategy / Christopher Lovelock, Jochen Wirtz.
Material type:
TextPublication details: Upper Saddle River, N.J. : Pearson/Prentice Hall, 2007.Edition: 6th edDescription: xx, 648 p. : col. ilusl. ; 29 cmISBN: - 0131875523
- 9780131875524
- HF5415.13 .L5883
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Methodist University Library Tema Reference | HF5415.13 .L5883 (Browse shelf(Opens below)) | Available | 23676 |
Includes Index
PART I: UNDERSTANDING SERVICE MARKETS, PRODUCTS AND CUSTOMERS
Chapter 1: New Perspectives on Marketing in the Service Economy
Chapter 2: Customer Behavior in Service Encounters
PART II: BUILDING THE SERVICE MODEL
Chapter 3: Developing Service Concepts: Core and Supplementary Elements
Chapter 4: Distributing Services through Physical and Electronic Channels
Chapter 5: Exploring Business Models: Pricing and Revenue Management
Chapter 6: Educating Customers and Promoting the Value Proposition
Chapter 7: Positioning Services in Competitive Markets
PART III:MANAGING THE CUSTOMER INTERFACE
Chapter 8: Designing and Managing Service Processes
Chapter 9: Balancing Demand against Productive Capacity
Chapter 10: Crafting the Service Environment
Chapter 11: Managing Service Employees for Competitive Advantage
PART IV: IMPLEMENTING PROFITABLE SERVICE STRATEGIES
Chapter 12: Creating Relationships and Building Customer Loyalty
Chapter 13: Achieving Service Recovery and Obtaining Customer Feedback
Chapter 14: Improving Service Quality and Productivity
Chapter 15: Organizing for Change Management and Service Leadership.
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