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Principles of Service Marketing and Management, 2nd Edition
ISBN-10: 0-13-040467-5
ISBN-13: 978-0-13-040467-1
Published by Prentice Hall
© 2002
Pub. Date: Jul 25, 2001
Format: Paper
These online resources are available at no cost.
Companion Website - Lovelock, 2nd Edition
Table of Contents
I. UNDERSTANDING SERVICES.
1. Why Study Services?
2. Understanding Service Processes.
II. THE SERVICE CUSTOMER.
3. Managing Service Encounters.
4. Customer Behavior in Service Environments.
5. Relationship Marketing and Customer Loyalty.
6. Complaint Handling and Service Recovery.
III. SERVICE MARKETING STRATEGY.
7. The Service Product.
8. Pricing Strategies for Services.
9. Promotion, Education, and Physical Evidence.
10. Service Positioning and Design.
IV. SERVICE DELIVERY ISSUES.
11. Creating Delivery Systems in Place, Cyberspace, and Time.
12. Creating Value through Productivity and Quality.
13. Balancing Demand and Capacity.
14. Managing Customer Waiting Lines and Reservations.
V. INTEGRATING MARKETING, OPERATIONS, AND HUMAN RESOURCES.
15. Employee Roles in Service Organizations.
16. The Impact of Technology on Services.
17. Organizing for Service Leadership.
Cases.
Glossary.
Index.
