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Services marketing / Christopher H. Lovelock

By: Material type: TextTextSeries: Prentice-Hall series in marketingPublication details: London : Prentice-Hall International, 1991.Edition: 2nd edDescription: xvi,526p. : 24 cm. ; pbkISBN:
  • 0138070172
  • 9780138070663:
Subject(s): DDC classification:
  • 658.8
Contents:
How consumer evaluation processes differ between goods and services / Valarie A. Zeithaml -- The internationalization of services / Sandra Vandermerwe and Michael Chadwick -- The dramaturgy of services exchange: an analytical framework for services marketing / Stephen J. Grove and Raymond P. Fisk -- Cases.
Strategic management of consumer services / Michael Allen -- Service positioning through structural change / G. Lynn Shostack -- Repositioning a leading stockbroker / Kent Dorwin -- Cases.
power of branding / Torin Douglas -- Advertising strategies for service firms / Donna Legg and Julie Baker -- How to handle customers' gripes / Patricia Sellers -- Cases.
Building a customer-orientated organization / Frank Cornish -- Service marketers thrive on innovation / Kate Bertrand -- Communication and control processes in the delivery of service quality / Valerie A. Zeithaml, Leonard L. Berry and A. Parasuraman -- Putting the customer first: the key to service strategy / Jan Carlzon -- Innovative marketing strategies and organizational structures for service firms / Christian Grönroos -- Cases.
Holdings
Item type Current library Call number Copy number Status Date due Barcode
General Lending Carlow Campus Library General Lending 658.8 (Browse shelf(Opens below)) 1 Available 23482
General Lending Carlow Campus Library General Lending 658.8 (Browse shelf(Opens below)) 1 Available 31072
Reference Carlow Campus Library Reference 658.8 (Browse shelf(Opens below)) 1 Not for loan 23484

CW083, CW121

CW838

Previous ed.: 1984

Bibl. p517 ; index

[Part I] Distinctive aspects of services marketing -- The customer experience -- Developing frameworks for understanding services marketing -- How consumer evaluation processes differ between goods and services / Valarie A. Zeithaml -- The internationalization of services / Sandra Vandermerwe and Michael Chadwick -- The dramaturgy of services exchange: an analytical framework for services marketing / Stephen J. Grove and Raymond P. Fisk -- Cases.

[Part II] Positioning a service in the marketplace -- Managing the customer portfolio -- Managing demand -- Strategic management of consumer services / Michael Allen -- Service positioning through structural change / G. Lynn Shostack -- Repositioning a leading stockbroker / Kent Dorwin -- Cases.

[Part III] Creating and delivering services -- Understanding costs and developing pricing strategies -- Communicating and promoting services -- Developing and managing the customer-service function -- The power of branding / Torin Douglas -- Advertising strategies for service firms / Donna Legg and Julie Baker -- How to handle customers' gripes / Patricia Sellers -- Cases.

[Part IV] Improving service quality and productivity -- Organizing and implementing the marketing effort -- Building a customer-orientated organization / Frank Cornish -- Service marketers thrive on innovation / Kate Bertrand -- Communication and control processes in the delivery of service quality / Valerie A. Zeithaml, Leonard L. Berry and A. Parasuraman -- Putting the customer first: the key to service strategy / Jan Carlzon -- Innovative marketing strategies and organizational structures for service firms / Christian Grönroos -- Cases.

30.67

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