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Managing services : marketing, operations and human resources / [edited by] Christopher H. Lovelock.

Contributor(s): Material type: TextTextPublication details: London : Prentice-Hall International, c1988.Description: xvii, 414 p. : ill., facsims., 1 plan, forms ; 24 cmISBN:
  • 0135513839 (pbk) :
  • 9780135513835:
Subject(s): DDC classification:
  • 338.4
Contents:
service economy gets no respect / Ronald K. Shelp -- Will services follow manufacturing into decline? / James Brian Quinn and Christopher E. Gagnon -- The coming service crisis / William H. Davidow -- Business schools owe students better service / Christopher H. Lovelock -- How can service businesses survive and prosper? / Roger Schmenner -- The customer contact approach to services: theoretical bases and practical extensions / Richard B. Chase -- Classifying services to gain strategic marketing insights / Christopher H. Lovelock -- Managing facilitator services / David H. Maister and Christopher H. Lovelock -- Cases -- Service positioning through structural change / G. Lynn Shostack -- Franchise prototypes / Kevin Farrell -- A guide for new distribution strategies for service firms / Donald H. Light -- Cases -- Strategies for managing capacity-constrained service organizations / Christopher H. Lovelock -- The psychology of waiting lines / David H. Maister -- Cases -- Why is service so bad? Pul-eeze! Will somebody help me? / Stephen Koepp -- Quality counts in services, too / Leonard L. Berry, Valerie A. Zeithaml and A. Parasuraman -- New tools for achieving service quality / D. Daryl Wyckoff -- "It's not my job, man" / Mortimer R. Feinberg and Aaron Levenstein -- Cases -- Developing and managing the customer service function in the service sector / Christopher H. Lovelock -- Making service a potent marketing tool / Business Week -- Customer service: who delivers? / Jack Falvey -- Cases -- Getting people to grow / Richard Normann -- A better way to select service employees: video-assisted testing / Casey Jones and Thomas A. DeCotiis -- Packaging the service employee / Michael R. Solomon -- Fixing people as well as machines / Gregory L. Scultz -- Cases -- Notes on climate and culture / Benjamin Schneider -- Some organizational problems facing marketing in the service sector / Christopher H. Lovelock, Eric Langeard, John E. G. Bateson and Pierre Eiglier -- Lessons in the service sector / James L. Heskett -- Cases.

Includes bibliographies and index.

The service economy gets no respect / Ronald K. Shelp -- Will services follow manufacturing into decline? / James Brian Quinn and Christopher E. Gagnon -- The coming service crisis / William H. Davidow -- Business schools owe students better service / Christopher H. Lovelock -- How can service businesses survive and prosper? / Roger Schmenner -- The customer contact approach to services: theoretical bases and practical extensions / Richard B. Chase -- Classifying services to gain strategic marketing insights / Christopher H. Lovelock -- Managing facilitator services / David H. Maister and Christopher H. Lovelock -- Cases -- Service positioning through structural change / G. Lynn Shostack -- Franchise prototypes / Kevin Farrell -- A guide for new distribution strategies for service firms / Donald H. Light -- Cases -- Strategies for managing capacity-constrained service organizations / Christopher H. Lovelock -- The psychology of waiting lines / David H. Maister -- Cases -- Why is service so bad? Pul-eeze! Will somebody help me? / Stephen Koepp -- Quality counts in services, too / Leonard L. Berry, Valerie A. Zeithaml and A. Parasuraman -- New tools for achieving service quality / D. Daryl Wyckoff -- "It's not my job, man" / Mortimer R. Feinberg and Aaron Levenstein -- Cases -- Developing and managing the customer service function in the service sector / Christopher H. Lovelock -- Making service a potent marketing tool / Business Week -- Customer service: who delivers? / Jack Falvey -- Cases -- Getting people to grow / Richard Normann -- A better way to select service employees: video-assisted testing / Casey Jones and Thomas A. DeCotiis -- Packaging the service employee / Michael R. Solomon -- Fixing people as well as machines / Gregory L. Scultz -- Cases -- Notes on climate and culture / Benjamin Schneider -- Some organizational problems facing marketing in the service sector / Christopher H. Lovelock, Eric Langeard, John E. G. Bateson and Pierre Eiglier -- Lessons in the service sector / James L. Heskett -- Cases.

18.90

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