Principles of Service Marketing and Management
Published on 22. January 1999
Book
Hardback
432 pages
978-0-13-676875-3 (ISBN)
Description
Aimed at courses in undergraduate Service Marketing and Management, this clear, accessible book presents an integrated approach to the study of services that places marketing issues within a broader general management context. It emphasizes the fact that service organizations differ in many important respects from manufacturing businesses, requiring a distinctive approach to planning and implementing marketing strategy. Coverage is comprised of 16 chapters and 12 short- to medium-length cases that let readers apply what they've learned to real-world settings and fully understand the complexities of service management-including the interactions between marketing, operations, and human resources.
More details
Language
English
Place of publication
United States
Publishing group
Pearson Education (US)
Target group
Professional and scholarly
Dimensions
Height: 283 mm
Width: 220 mm
Thickness: 20 mm
Weight
1169 gr
ISBN-13
978-0-13-676875-3 (9780136768753)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Christopher H. Lovelock | Lauren Wright
Principles of Service Marketing and Management
United States Edition
Book
08/2001
2nd Edition
Pearson
€105.22
Article exhausted; check for reprint
Content
PART I. UNDERSTANDING SERVICES.
1. Why Study Services?
2. Understanding Service Processes.
3. Customer Contact with Service Organizations.
4. Service from the Customer's Viewpoint.
PART II. CREATING VALUE THROUGH SERVICE.
5. Productivity and Quality: Two Sides of the Same Coin.
6. Managing Relationships and Building Customer Loyalty.
7. Complaint Handling and Service Recovery.
PART III. SERVICE MARKETING STRATEGY.
8. Service Positioning and Design.
9. Adding Value with Supplementary Service Elements.
10. Designing Service Delivery Systems.
11. Price and Other Costs.
12. Customer Education and Service Promotion.
PART IV. INTEGRATING MARKETING WITH OPERATIONS AND HUMAN RESOURCE MANAGEMENT.
13. Tools for Service Marketers.
14. Balancing Demand and Capacity.
15. Managing Handling Waiting Lines and Reservations.
16. Service Employees: From Recruitment to Retention.
Cases.
Glossary.
Index.
1. Why Study Services?
2. Understanding Service Processes.
3. Customer Contact with Service Organizations.
4. Service from the Customer's Viewpoint.
PART II. CREATING VALUE THROUGH SERVICE.
5. Productivity and Quality: Two Sides of the Same Coin.
6. Managing Relationships and Building Customer Loyalty.
7. Complaint Handling and Service Recovery.
PART III. SERVICE MARKETING STRATEGY.
8. Service Positioning and Design.
9. Adding Value with Supplementary Service Elements.
10. Designing Service Delivery Systems.
11. Price and Other Costs.
12. Customer Education and Service Promotion.
PART IV. INTEGRATING MARKETING WITH OPERATIONS AND HUMAN RESOURCE MANAGEMENT.
13. Tools for Service Marketers.
14. Balancing Demand and Capacity.
15. Managing Handling Waiting Lines and Reservations.
16. Service Employees: From Recruitment to Retention.
Cases.
Glossary.
Index.