Services Marketing: People, Technology, Strategy / Edition 4

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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
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Editorial Reviews

A text for use in MBA and executive MBA courses, designed to complement material found in traditional marketing principles texts. Offers a strong managerial orientation and strategic focus in an integrated approach to studying services that places marketing issues within a broader general management context. This fourth edition contains four new chapters, seven new readings, five new cases, and more coverage of consumer behavior, people management, and Internet- based services. Lovelock gives seminars and workshops. He was on the faculty of Harvard Business School for 11 years. Annotation c. Book News, Inc., Portland, OR (
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Product Details

  • ISBN-13: 9780130173928
  • Publisher: Pearson Education
  • Publication date: 7/25/2000
  • Edition description: Older Edition
  • Edition number: 4
  • Pages: 717
  • Product dimensions: 7.22 (w) x 9.43 (h) x 1.22 (d)

Table of Contents

About the Author and Contributors
Ch. 1 Distinctive Aspects of Services Marketing 1
Ch. 2 Developing Frameworks for Analyzing Services 26
Ch. 3 The Customer Experience 48
Service is Everybody's Business 69
The Development and Emergence of Services Marketing Thought 76
The Dramaturgy of Services Exchange: An Analytical Framework for Services Marketing 97
Critical Service Encounters: The Employee's Viewpoint 106
Sullivan's Auto World 122
Euro Disney: An American in Paris 127
Metropol Base-Fort Security Group 141
Singapore Airlines 150
Ch. 4 Positioning a Service in the Marketplace 163
Ch. 5 Targeting Customers and Building Relationships 184
Ch. 6 Managing Demand 204
Pick a Card: Visa, American Express and MasterCard Vie in Overseas Strategies 224
Measuring Marketing Success 228
Service Positioning Through Structural Change 232
Loyalty-Based Management 245
Boston Center for Adult Education 254
Federal Express: Business Logistics Services 268
BT: Telephone Account Management 281
Marriott's Rancho Las Palmas Resort 293
Ch. 7 Creating and Delivering Services 311
Ch. 8 Adding Value to Core Products with Supplementary Services 337
Ch. 9 Understanding Costs and Developing Pricing Strategies 361
Ch. 10 Communicating and Promoting Services 376
The Power of Branding 398
Making Money on the Web 402
Advertising Strategies for Service Firms 409
Why Cross-Selling Hasn't Worked 418
Database Marketing: A Potent New Tool for Selling 422
Vancouver Public Aquarium 431
Fare Combat 442
Crosse & Whitewall: Cross-selling Professional Services 446
Menton Bank 451
Ch. 11 Enhancing Value by Improving Quality and Productivity 460
Ch. 12 Developing and Managing the Customer-Service Function 490
Ch. 13 Organizing and Implementing the Marketing Effort 508
Ch, 14 Globalizing Services Marketing 534
Service Quality From the Customers' Perspective 562
The Horizontal Corporation: It's About Managing Across, Not Up and Down 573
Putting the Service-Profit Chain to Work 582
McDonald's Conquers the World 594
The Toronto-Dominion Bank: Customer Service Index 602
Shouldice Hospital Limited 614
Peters & Champlain 628
Air BP: Aviation Service Centers 633
Appendix: Studying and Learning From Cases 645
Selected Bibliography 649
Index 651
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