Principles of service marketing and management

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Title:

Author:

Lovelock, Christopher H.

ISBN:

9780130404671

9780130950123

Personal Author:

Lovelock, Christopher H.

Edition:

2nd ed.

Publication Information:

Physical Description:

xix, 436 pages : illustrations (some color) ; 26 cm

Contents:

pt. 1. Understanding Services -- ch. 1. Why Study Services? -- ch. 2. Understanding Service Processes -- pt. 2. The Service Customer -- ch. 3. Managing Service Encounters -- ch. 4. Customer Behavior in Service Environments -- ch. 5. Relationship Marketing and Customer Loyalty -- ch. 6. Complaint Handling and Service Recovery -- pt. 3. Service Marketing Strategy -- ch. 7. The Service Product -- ch. 8. Pricing Strategies for Services -- ch. 9. Promotion and Education -- ch. 10. Service Positioning and Design -- pt. 4. Service Delivery Issues -- ch. 11. Creating Delivery Systems in Place, Cyberspace, and Time -- ch. 12. Creating Value Through Productivity and Quality -- ch. 13. Balancing Demand and Capacity -- ch. 14. Managing Customer Waiting Lines and Reservations -- pt. 5. Integrating Marketing, Operations, and Human Resources -- ch. 15. Employee Roles in Service Organizations -- ch. 16. The Impact of Technology on Services -- ch. 17. Organizing for Service Leadership.

Subject Term:

Service industries -- United States -- Marketing.

Service industries -- United States -- Management.

Added Author:

Wright, Lauren.

Copies:

Available:*

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Searching... 1:RCPTA	1:GEN-BOOK	000030748	658.8 LOV	1	Searching... Unknown
Searching... 1:RCPTA	1:GEN-BOOK	000030747	658.8 LOV	2	Searching... Unknown
Searching... 1:VCDBN	1:GEN-BOOK	000020239	658.8 LOV	1	Searching... Unknown
Searching... 1:VCPE	1:GEN-BOOK	000040040	658.8 LOV	1	Searching... Unknown
Searching... 1:VCPMB	1:GEN-BOOK	000090411	658.8 LOV	1	Searching... Unknown
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Searching... 1:VGCT	1:GEN-BOOK	000039344	658.8 LOV	1	Searching... Unknown

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Summary

For undergraduate courses in Service Marketing and Management. This book presents an integrated approach to the study of services that places marketing issues within a broader general management context and shows how service organizations differ in many important respects from manufacturing businesses. The text includes a strong managerial orientation and strategic focus, uses an organizing framework, has extensive research citations, links theory to practice, and includes 9 cases. *NEW- Concept of integrated service management. Employs the new 8Ps framework for managing service businesses. - Develops explicit links between marketing, operations, and human resources. *NEW- Added chapter on technology in services. - Integrates technology issues discussed throughout the text and presents them from a strategic perspective. *NEW- Added chapter on service leadership- Looks at marketing's role in the service firm, and the need to integrate marketing strategies with those in operations and human resources functions. *NEW- Enhanced treatment of service pricing. - Captures student interest with discussions of activity-based costing, yield management, and the introduction of new types of ser