Office of Academic Resources
Chulalongkorn University
Chulalongkorn University

Home / Help

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


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

Service industries -- United States -- Marketing Service industries -- United States -- Management

Sasin Library658.8 L911P 2002CHECK SHELVES
Chula Business School Library658.8 L911P 2002CHECK SHELVES

Chulalinet's Book Delivery Request


Office of Academic Resources, Chulalongkorn University, Phayathai Rd. Pathumwan Bangkok 10330 Thailand

Contact Us

Tel. 0-2218-2929,
0-2218-2927 (Library Service)
0-2218-2903 (Administrative Division)
Fax. 0-2215-3617, 0-2218-2907

Social Network


facebook   instragram