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Services marketing : a European perspective.

By: Contributor(s): Material type: TextTextPublication 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
Subject(s): DDC classification:
  • 658.802 LOV
Holdings
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

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