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Services Marketing : People, Technology, Strategy by Christopher H. Lovelock and Jochen Wirtz (2010, Hardcover)
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About this product
Product Identifiers
PublisherPrentice Hall PTR
ISBN-100136107214
ISBN-139780136107217
eBay Product ID (ePID)106172386
Product Key Features
Number of Pages648 Pages
Publication NameServices Marketing : People, Technology, Strategy
LanguageEnglish
Publication Year2010
SubjectMarketing / General, Industries / Service, Careers / General
FeaturesNew Edition
TypeTextbook
AuthorChristopher H. Lovelock, Jochen Wirtz
Subject AreaBusiness & Economics
FormatHardcover
Dimensions
Item Height1.4 in
Item Weight54.7 Oz
Item Length10.8 in
Item Width8.5 in
Additional Product Features
Edition Number7
Intended AudienceCollege Audience
LCCN2009-039795
Dewey Edition23
IllustratedYes
Dewey Decimal658.8
Edition DescriptionNew Edition
Table Of ContentPART I UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS Chapter 1: New Perspectives on Marketing in the Service Economy Chapter 2: Consumer Behavior in a Services Context Chapter 3: Positioning Services in Competitive Markets PART II APPLYING THE 4Ps OF MARKETING TO SERVICES Chapter 4: Developing Service Products: Core and Supplementary Elements Chapter 5: Distributing Services through Physical and Electronic Channels Chapter 6: Setting Prices and Implementing Revenue Management Chapter 7: Promoting Services and Educating Customers PART III MANAGING THE CUSTOMER INTERFACE Chapter 8: Designing and Managing Service Processes Chapter 9: Balancing Demand and Productive Capacity Chapter 10: Crafting the Service Environment Chapter 11: Managing People for Service Advantage PART IV IMPLEMENTING PROFITABLE SERVICE STRATEGIES Chapter 12: Managing Relationships and Building Loyalty Chapter 13: Complaint Handling and Service Recovery Chapter 14: Improving Service Quality and Productivity Chapter 15: Striving for Service Leadership
SynopsisThe fundamentals of services marketing presented in a strategic marketing framework. Organized around a strategic marketing framework Services Marketing guides readers into the consumer and competitive environments in services marketing. The marketing framework has been restructured for this edition to reflect what is happening in services marketing today., The fundamentals of services marketing presented in a strategic marketing framework. Organized around a strategic marketing framework"Services Marketing" guides readers into the consumer and competitive environments in services marketing. The marketing framework has been restructured for this edition to reflect what is happening in services marketing today., The fundamentals of services marketing presented in a strategic marketing framework. Organized around a strategic marketing framework Services Marketing guides readers into the consumer and competitive environments in services marketing. The marketing framework has been restructured for this edition to reflect what is happening in services marketing today.
LC Classification NumberHF5415.13.L5883 2011
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- Feb 04, 2017
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