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Principles of service marketing and management

Author: Christopher H Lovelock; Lauren Wright
Publisher: Upper Saddle River, N.J. : Prentice Hall, ©2002.
Edition/Format:   Print book : English : 2nd edView all editions and formats
Summary:

For undergraduate courses in Service Marketing and Management.This book presents an integrated approach. It includes a strong managerial orientation and strategic focus, uses an organizing framework,  Read more...

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Additional Physical Format: Online version:
Lovelock, Christopher H.
Principles of service marketing and management.
Upper Saddle River, N.J. : Prentice Hall, ©2002
(OCoLC)894894251
Document Type: Book
All Authors / Contributors: Christopher H Lovelock; Lauren Wright
ISBN: 0130404675 9780130404671 0130950122 9780130950123
OCLC Number: 46671252
Description: xix, 436 pages : illustrations (some color) ; 26 cm
Contents: pt. 1. Understanding Services --
ch. 1. Why Study Services? --
ch. 2. Understanding Service Processes --
pt. 2. The Service Customer --
ch. 3. Managing Service Encounters --
ch. 4. Customer Behavior in Service Environments --
ch. 5. Relationship Marketing and Customer Loyalty --
ch. 6. Complaint Handling and Service Recovery --
pt. 3. Service Marketing Strategy --
ch. 7. The Service Product --
ch. 8. Pricing Strategies for Services --
ch. 9. Promotion and Education --
ch. 10. Service Positioning and Design --
pt. 4. Service Delivery Issues --
ch. 11. Creating Delivery Systems in Place, Cyberspace, and Time --
ch. 12. Creating Value Through Productivity and Quality --
ch. 13. Balancing Demand and Capacity --
ch. 14. Managing Customer Waiting Lines and Reservations --
pt. 5. Integrating Marketing, Operations, and Human Resources --
ch. 15. Employee Roles in Service Organizations --
ch. 16. The Impact of Technology on Services --
ch. 17. Organizing for Service Leadership.
Responsibility: Christopher Lovelock, Lauren Wright.

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