Principles of service marketing and management / Christopher Lovelock, Lauren Wright.
Publication details: Upper Saddle River, N.J. : Prentice Hall, c2002.Edition: 2nd editionDescription: xix, 436 p. : ill. (some col.) ; 26 cmISBN:- 0130404675
- 658.8 22 LOV
| Item type | Current library | Call number | Copy number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
Book Closed Access
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Engineering Library | 658.8 LOV 1 (Browse shelf(Opens below)) | 1 | Available | 0010531 |
PART ONE: UNDERSTANDING SERVICES
Chapter 1. Why study services
Chapter 2. Understanding service processes
PART TWO: THE SERVICE CUSTOMER
Chapter 3. Managing service encounters
Chapter 4. Customer behavior in service environment
Chapter 5. Relationship marketing and customer reality
Chapter 6. Complaint handling and service recovery
PART THREE: SERVICE MARKETING STRATEGY
Chapter 7. The service product
Chapter 8. Pricing strategies for services
Chapter 9. Promotion and education
Chapter 10. Service positioning and design
PART FOUR: SEVICE DELIVERY ISSUES
Chapter 11. Creating delivery systems in place, cyberspace, and time
Chapter 12. Creating value through productivity and quality
Chapter 13. Balancing demand and capacity
Chapter 14. Managing customer waiting lines and reservation
PART FIVE: INTERGRATING MARKETING, OPERATIONS, AND HUMAN RESOURCES
Chapter 15. Employee roles in services organizations
Chapter 16. The impact of technology on services
Chapter 17. Organizing for service leadership
Includes bibliographical references and index.
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