Lovelock, Christopher H. <br/><br/>
Principles of service marketing and management / 
Christopher Lovelock and Lauren Wright. 
 - Upper Saddle River, N.J. :  Prentice Hall,  1999. 
 - xvii, 414 p. :  ill. (some col.) ;  29 cm. +  hbk. 
<br/><br/>Includes bibliographical references (pages 388-396) and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>013676875X 
<br/><br/><label>LCCN: </label>98049946 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--United States.<br/>Marketing--United States.<br/>Management--United States.
<br/><br/><label>Dewey Class. No.: </label>658.8