AuthorLovelock, Christopher H
TitlePrinciples of service marketing and management / Christopher Lovelock, Lauren Wright
Imprint Upper Saddle River, N.J. : Prentice Hall, c2002
Edition 2nd ed
Descript xix, 436 p. : ill

CONTENT

Part 1: Understanding services -- Why study services? -- Understanding service processes -- Part 2: The service customer -- Managing service encounters -- Customer behavior in service environments -- Relationship marketing and customer loyalty -- Complaint handling and service recovery -- Part 3: Service marketing strategy -- The service product -- Pricing strategies for services -- Promotion and education -- Service positioning and design -- Part 4: Service delivery issues -- Creating delivery systems in place, cyberspace,a nd time -- Creting value through productivity and quality -- Balancing demand and capacity -- Managing customer waiting lines and reservations -- Part 5: Integrating marketing, operations,a nd human resources -- Employee roles in service organizations -- The impact of technology on services -- Organizing for service leadership


SUBJECT

  1. Service industries -- United States -- Marketing
  2. Service industries -- United States -- Management

LOCATIONCALL#STATUS
Sasin Library658.8 L911P 2002 CHECK SHELVES
Chula Business School Library658.8 L911P 2002 CHECK SHELVES