000			01903 am a2200325 a 4500
001			ocm013676875x
008			981028s1999 njua b 001 eng
010			_a98049946
020			_a013676875X
029			_aT28205
029			_aT28206
040			_dOCoLC
082	0	4	_a658.8
100	1		_aLovelock, Christopher H. _93242
245	1	0	_aPrinciples of service marketing and management / _cChristopher Lovelock and Lauren Wright.
260			_aUpper Saddle River, N.J. : _bPrentice Hall, _c1999.
300			_axvii, 414 p. : _bill. (some col.) ; _c29 cm. + _ehbk.
504			_aIncludes bibliographical references (pages 388-396) and index.
505	0		_aPart 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.
650		0	_aService industries _zUnited States.
650		0	_aMarketing _zUnited States.
650		0	_aManagement _zUnited States. _980885
700	1		_aWright, Lauren. _925362
907			_a.b10378650 _b170228 _c011116
942			_n0
969	0	0	_a54219
979	0	0	_aLL _b22 FEB 2001
989	0	0	_aLL _b05 APR 2001
998			_ac _b011115 _cm _da _e- _feng _gnju _h0
999			_c29568 _d29568