Services marketing : a European perspective.
Material type: TextPublication details: London : Prentice Hall Europe, c1999.Edition: [New ed.] / Christopher Lovelock, Sandra Vandermerwe, Barbara LewisDescription: xiv, 718 p. : ill. (some col.), maps, plans ; 25 cmISBN:- 013095991X
- 658.802 LOV
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Standard Loan | Moylish Library Main Collection | 658.802 LOV (Browse shelf(Opens below)) | 1 | Available | 39002000209818 |
Enhanced descriptions from Syndetics:
This volume has been revised for a European market, with a global context. It features chapters on customer behaviour, complaint handling, managing customer-contact personnel, and developing integrated service strategies.
Includes index.
Table of contents provided by Syndetics
- Preface
- About the Authors
- Part I Understanding Services
- 1 Distinctive Aspects of Service Management
- 2 Customer Involvement in Different Service Processes
- 3 Managing Service Encounters
- 4 Positioning a Service in the Marketplace
- Part II Understanding Customers and Managing Relationships
- 5 Customer Behaviour in Service Settings
- 6 Managing Relationships and Building Customer Loyalty
- 7 Complaint Handling and Service Recovery
- Part III Strategic Issues In Services Marketing
- 8 Creating Services and Adding Value
- 9 Designing Service Delivery Systems
- 10 Pricing Services: Understanding Customer Costs and Corporate Costs
- 11 Communicating to Customers: Education and Promotion
- Part IV Challenges For Senior Management
- 12 Productivity and Quality: Two Sides of the Same Coin
- 13 Managing Demand
- 14 Managing Customer-Contact Personnel
- 15 Developing Integrated Service Strategies for International Operations