MTU Cork Library Catalogue

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Principles of service marketing and management / Christopher Lovelock and Lauren Wright.

By: Lovelock, Christopher H.
Contributor(s): Wright, Lauren.
Material type: materialTypeLabelBookPublisher: 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: 658.8
Contents:
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.
Holdings
Item 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
Total holds: 0

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

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