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Services marketing / Christopher H. Lovelock.

By: Material type: TextPublication details: Upper Saddle River, N.J. : Prentice Hall, c1996.Edition: 3rd edDescription: xii, 660 p. : ill. ; 25 cmISBN:
  • 0134558413
  • 9780134558417
ISSN:
  • 9790134558416
  • 9780134613772
  • 0134613775
Subject(s): LOC classification:
  • HF5415.122 .L68
Contents:
Ch. 1. Distinctive Aspects of Services Marketing -- Ch. 2. Developing Frameworks for Analyzing Services -- Ch. 3. Customer Experience -- Service is Everybody's Business / Ronald Henkoff -- The Development and Emergence of Services Marketing Thought / Stephen W. Brown, Raymond P. Fisk and Mary Jo Bitner -- The Dramaturgy of Services Exchange: An Analytical Framework for Services Marketing / Stephen J. Grove and Raymond P. Fisk -- Critical Service Encounters: The Employee's Viewpoint / Mary Jo Bitner, Bernard H. Booms and Lois A. Mohr -- Sullivan's Auto World -- Euro Disney: An American in Paris -- Metropol Base-Fort Security Group -- Singapore Airlines -- Ch. 4. Positioning a Service in the Marketplace -- Ch. 5. Targeting Customers and Building Relationships -- Ch. 6. Managing Demand -- Pick a Card: Visa, American Express and MasterCard Vie in Overseas Strategies / Steven Lipin, Brian Coleman and Jeremy Mark -- Measuring Marketing Success / David H. Maister -- Service Positioning Through Structural Change / G. Lynn Shostack -- Loyalty-Based Management / Frederick F. Reichheld -- Boston Center for Adult Education -- Federal Express: Business Logistics Services -- BT: Telephone Account Management -- Marriott's Rancho Las Palmas Resort -- Ch. 7. Creating and Delivering Services -- Ch. 8. Adding Value to Core Products with Supplementary Services -- Ch. 9. Understanding Costs and Developing Pricing Strategies -- Ch. 10. Communicating and Promoting Services -- The Power of Branding / Torin Douglas -- Making Money on the Web / Kate Maddox, Mitch Wagner and Clinton Wilder -- Advertising Strategies for Service Firms / Donna Legg and Julie Baker -- Why Cross-Selling Hasn't Worked / David H. Maister -- Database Marketing: A Potent New Tool for Selling / Jonathan Berry, John Verity, Kathleen F. Kerwin and Gail DeGeorge -- Vancouver Public Aquarium -- Fare Combat -- Crosse & Whitewall: Cross-selling Professional Services -- Menton Bank -- Ch. 11. Enhancing Value by Improving Q.
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Books Methodist University Library Main General Stacks Reference HF5415.122 .L68 (Browse shelf(Opens below)) Available 12882

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Includes bibliographical references and index

Ch. 1. Distinctive Aspects of Services Marketing --
Ch. 2. Developing Frameworks for Analyzing Services --
Ch. 3. Customer Experience --
Service is Everybody's Business / Ronald Henkoff --
The Development and Emergence of Services Marketing Thought / Stephen W. Brown, Raymond P. Fisk and Mary Jo Bitner --
The Dramaturgy of Services Exchange: An Analytical Framework for Services Marketing / Stephen J. Grove and Raymond P. Fisk --
Critical Service Encounters: The Employee's Viewpoint / Mary Jo Bitner, Bernard H. Booms and Lois A. Mohr --
Sullivan's Auto World --
Euro Disney: An American in Paris --
Metropol Base-Fort Security Group --
Singapore Airlines --
Ch. 4. Positioning a Service in the Marketplace --
Ch. 5. Targeting Customers and Building Relationships --
Ch. 6. Managing Demand --
Pick a Card: Visa, American Express and MasterCard Vie in Overseas Strategies / Steven Lipin, Brian Coleman and Jeremy Mark --
Measuring Marketing Success / David H. Maister --
Service Positioning Through Structural Change / G. Lynn Shostack --
Loyalty-Based Management / Frederick F. Reichheld --
Boston Center for Adult Education --
Federal Express: Business Logistics Services --
BT: Telephone Account Management --
Marriott's Rancho Las Palmas Resort --
Ch. 7. Creating and Delivering Services --
Ch. 8. Adding Value to Core Products with Supplementary Services --
Ch. 9. Understanding Costs and Developing Pricing Strategies --
Ch. 10. Communicating and Promoting Services --
The Power of Branding / Torin Douglas --
Making Money on the Web / Kate Maddox, Mitch Wagner and Clinton Wilder --
Advertising Strategies for Service Firms / Donna Legg and Julie Baker --
Why Cross-Selling Hasn't Worked / David H. Maister --
Database Marketing: A Potent New Tool for Selling / Jonathan Berry, John Verity, Kathleen F. Kerwin and Gail DeGeorge --
Vancouver Public Aquarium --
Fare Combat --
Crosse & Whitewall: Cross-selling Professional Services --
Menton Bank --
Ch. 11. Enhancing Value by Improving Q.

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