Principles of service marketing and management / Christopher Lovelock and Lauren Wright.
By: Lovelock, Christopher H.
Contributor(s): Wright, Lauren.
Material type: BookPublisher: Upper Saddle River, N.J. : Prentice Hall, 1999Description: xvii, 414 p. : ill. (some col.) ; 29 cm. + hbk.ISBN: 013676875X.Subject(s): Service industries -- United States | Marketing -- United States | Management -- United StatesDDC classification: 658.8Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
---|---|---|---|---|---|---|---|
General Lending | MTU Bishopstown Library Lending | 658.8 (Browse shelf(Opens below)) | 1 | Available | 00075425 | ||
General Lending | MTU Bishopstown Library Lending | 658.8 (Browse shelf(Opens below)) | 1 | Available | 00075426 |
Enhanced descriptions from Syndetics:
This text explores both concepts and techniques of marketing for a broad range of service categories and industries. The authors show that different categories of services face distinctive marketing problems and encourage students to analyse useful parallels across a range of service industries. Examples cited include EuroDisney, Singapore Airlines, British Telecom, Lausanne Tourist Office, Federal Express Business Logistics Services and Air BP.
Includes bibliographical references (pages 388-396) and index.
Part One: Understanding services -- Why study services? -- Understanding service processes -- Customer contact with service organizations -- Service from the customer's viewpoint -- Part Two: Creating value through service -- Productivity and quality: Two sides of the same coin -- Managing relationships and building customer loyalty -- Complaint handling and service recovery -- Part Three: Service marketing strategy -- Service positioning and design -- Adding value with supplementary product elements -- Designing service delivery systems -- Price and other costs of service -- Customer education and service promotion -- Part Four: Integrating marketing with operations and human resource management -- Tools for service marketers -- Balancing demand and capacity -- Managing waiting lines and reservations -- Service employees: From recruitment to retention.
Table of contents provided by Syndetics
- Part I Understanding Services
- 1 Why Study Services?
- 2 Understanding Service Processes
- 3 Customer Contact with Service Organizations
- 4 Service from the Customer's Viewpoint
- Part II Creating Value Through Service
- 5 Productivity and Quality: Two Sides of the Same Coin
- 6 Managing Relationships and Building Customer Loyalty
- 7 Complaint Handling and Service Recovery
- Part III Service Marketing Strategy
- 8 Service Positioning and Design
- 9 Adding Value with Supplementary Service Elements
- 10 Designing Service Delivery Systems
- 11 Price and Other Costs
- 12 Customer Education and Service Promotion
- Part IV Integrating Marketing with Operations and Human Resource Management
- 13 Tools for Service Marketers
- 14 Balancing Demand and Capacity
- 15 Managing Handling Waiting Lines and Reservations
- 16 Service Employees: From Recruitment to Retention
- Cases
- Glossary
- Index