Services marketing / Christopher H. Lovelock
Material type:![Text](/opac-tmpl/lib/famfamfam/BK.png)
- 0138070172
- 9780138070663:
- 658.8
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 |
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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