Services Marketing: People, Technology, Strategy / Edition 4

Services Marketing: People, Technology, Strategy / Edition 4

by Christopher H. Lovelock
     
 

ISBN-10: 0130173924

ISBN-13: 9780130173928

Pub. Date: 07/25/2000

Publisher: Pearson Education

Distinguishing Features of Services Marketing, Fourth Edition

This highly readable book includes

  • a strong managerial orientation and strategic focus
  • use of conceptual frameworks that have been classroom tested for relevance to both MBA students and executive seminar participants
  • incorporation of key academic

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Overview

Distinguishing Features of Services Marketing, Fourth Edition

This highly readable book includes

  • a strong managerial orientation and strategic focus
  • use of conceptual frameworks that have been classroom tested for relevance to both MBA students and executive seminar participants
  • incorporation of key academic research findings
  • use of interesting examples to link theory to practice
  • inclusion of carefully selected readings and cases to accompany the text chapters

Product Details

ISBN-13:
9780130173928
Publisher:
Pearson Education
Publication date:
07/25/2000
Edition description:
Older Edition
Pages:
717
Product dimensions:
7.22(w) x 9.43(h) x 1.22(d)

Table of Contents

Preface
About the Author and Contributors
Ch. 1Distinctive Aspects of Services Marketing1
Ch. 2Developing Frameworks for Analyzing Services26
Ch. 3The Customer Experience48
Service is Everybody's Business69
The Development and Emergence of Services Marketing Thought76
The Dramaturgy of Services Exchange: An Analytical Framework for Services Marketing97
Critical Service Encounters: The Employee's Viewpoint106
Sullivan's Auto World122
Euro Disney: An American in Paris127
Metropol Base-Fort Security Group141
Singapore Airlines150
Ch. 4Positioning a Service in the Marketplace163
Ch. 5Targeting Customers and Building Relationships184
Ch. 6Managing Demand204
Pick a Card: Visa, American Express and MasterCard Vie in Overseas Strategies224
Measuring Marketing Success228
Service Positioning Through Structural Change232
Loyalty-Based Management245
Boston Center for Adult Education254
Federal Express: Business Logistics Services268
BT: Telephone Account Management281
Marriott's Rancho Las Palmas Resort293
Ch. 7Creating and Delivering Services311
Ch. 8Adding Value to Core Products with Supplementary Services337
Ch. 9Understanding Costs and Developing Pricing Strategies361
Ch. 10Communicating and Promoting Services376
The Power of Branding398
Making Money on the Web402
Advertising Strategies for Service Firms409
Why Cross-Selling Hasn't Worked418
Database Marketing: A Potent New Tool for Selling422
Vancouver Public Aquarium431
Fare Combat442
Crosse & Whitewall: Cross-selling Professional Services446
Menton Bank451
Ch. 11Enhancing Value by Improving Quality and Productivity460
Ch. 12Developing and Managing the Customer-Service Function490
Ch. 13Organizing and Implementing the Marketing Effort508
Ch, 14Globalizing Services Marketing534
Service Quality From the Customers' Perspective562
The Horizontal Corporation: It's About Managing Across, Not Up and Down573
Putting the Service-Profit Chain to Work582
McDonald's Conquers the World594
The Toronto-Dominion Bank: Customer Service Index602
Shouldice Hospital Limited614
Peters & Champlain628
Air BP: Aviation Service Centers633
Appendix: Studying and Learning From Cases645
Selected Bibliography649
Index651

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