Services marketing : a European perspective.
Lovelock, Christopher H.
Services marketing : a European perspective. - [New ed.] / Christopher Lovelock, Sandra Vandermerwe, Barbara Lewis. - London : Prentice Hall Europe, c1999. - xiv, 718 p. : ill. (some col.), maps, plans ; 25 cm. ; pbk.
Previous ed.: i.e 3rd ed. published as Services marketing /by Christopher Lovelock. London : Prentice-Hall International, 1996. Includes index.
[PART I - UNDERSTANDING SERVICES] Distinctive aspects of service management -- Customer involvement in service processes -- Managing service encounters -- [Readings] From scientific management to service management - a management perspective for the age of service competition / Christian Grönroos -- Critical service encounters - the employee's viewpoint / Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr -- [Cases]. [PART II - UNDERSTANDING CUSTOMERS AND MANAGING RELATIONSHIPS] Customer behaviour in service settings -- Positioning a service in the marketplace -- Targeting customers, managing relationships and building loyalty -- Complaint handling and service recovery -- [Readings] The best shopping trip? How Tesco keeps the customer satisfied / Tim Mason -- Consumer behaviour and services - a review / Mark Gabbott, Gillian Hogg -- Service positioning through structural change / G. Lynn Shostack -- Listening to the customer - the concept of a service-quality information system / Leonard L. Berry, A. Parasuraman [Cases]. [PART III- STRATEGIC ISSUES IN SERVICES MARKETING] Creating services and adding value -- Designing service delivery systems -- Pricing services -- Communicating to customers: education and promotion -- [Readings] Redefining value / Sandra Vandermerwe -- Key concepts for new service development / Bo Edvardsson, Jan Olsson -- Why cross-selling hasn't worked / David Maister -- Making business sense of the internet / Shikhar Ghosh -- [Cases] [PART IV-INTEGRATING MARKETING WITH OTHER MANAGEMENT FUNCTIONS] Enhancing value by improving quality and productivity -- Balancing demand and capacity -- Managing customer-contact personnel -- Organizing for service leadership -- Developing strategies for transnational operations -- [Readings] -- Measuring your marketing success / David H. Maister -- Intra-organizational aspects of service quality management: the employees' perspective / Barbara R. Lewis, Gard O. S. Gabrielsen -- Altering the way the company really works / Sandra Vandermerwe -- Putting the service-profit chain to work / James L. Heskett et al. -- [Cases].
013095991X 9780130959911: £23.95
Customer relations.
Service industries--Marketing--Europe
Service industries--Marketing--Europe--Case studies
Business and Management.
Business & Management
Sales & marketing
Customer services
658.8
Services marketing : a European perspective. - [New ed.] / Christopher Lovelock, Sandra Vandermerwe, Barbara Lewis. - London : Prentice Hall Europe, c1999. - xiv, 718 p. : ill. (some col.), maps, plans ; 25 cm. ; pbk.
Previous ed.: i.e 3rd ed. published as Services marketing /by Christopher Lovelock. London : Prentice-Hall International, 1996. Includes index.
[PART I - UNDERSTANDING SERVICES] Distinctive aspects of service management -- Customer involvement in service processes -- Managing service encounters -- [Readings] From scientific management to service management - a management perspective for the age of service competition / Christian Grönroos -- Critical service encounters - the employee's viewpoint / Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr -- [Cases]. [PART II - UNDERSTANDING CUSTOMERS AND MANAGING RELATIONSHIPS] Customer behaviour in service settings -- Positioning a service in the marketplace -- Targeting customers, managing relationships and building loyalty -- Complaint handling and service recovery -- [Readings] The best shopping trip? How Tesco keeps the customer satisfied / Tim Mason -- Consumer behaviour and services - a review / Mark Gabbott, Gillian Hogg -- Service positioning through structural change / G. Lynn Shostack -- Listening to the customer - the concept of a service-quality information system / Leonard L. Berry, A. Parasuraman [Cases]. [PART III- STRATEGIC ISSUES IN SERVICES MARKETING] Creating services and adding value -- Designing service delivery systems -- Pricing services -- Communicating to customers: education and promotion -- [Readings] Redefining value / Sandra Vandermerwe -- Key concepts for new service development / Bo Edvardsson, Jan Olsson -- Why cross-selling hasn't worked / David Maister -- Making business sense of the internet / Shikhar Ghosh -- [Cases] [PART IV-INTEGRATING MARKETING WITH OTHER MANAGEMENT FUNCTIONS] Enhancing value by improving quality and productivity -- Balancing demand and capacity -- Managing customer-contact personnel -- Organizing for service leadership -- Developing strategies for transnational operations -- [Readings] -- Measuring your marketing success / David H. Maister -- Intra-organizational aspects of service quality management: the employees' perspective / Barbara R. Lewis, Gard O. S. Gabrielsen -- Altering the way the company really works / Sandra Vandermerwe -- Putting the service-profit chain to work / James L. Heskett et al. -- [Cases].
013095991X 9780130959911: £23.95
Customer relations.
Service industries--Marketing--Europe
Service industries--Marketing--Europe--Case studies
Business and Management.
Business & Management
Sales & marketing
Customer services
658.8