000			03684cam a2200481 a 4500
001			41071410
005			20201215154104.0
008			980914s1999 enkabe 001 0 eng
020			_a013095991X
020			_a9780130959911: _c£23.95
040			_aUKM _cUKM _dDGU _dOCLCQ
043			_ae------
049			_aTIZA
072		7	_aKJ _2thema
072		7	_aKJS _2thema
072		7	_aKJSU _2thema
082			_a658.8
100	1		_aLovelock, Christopher H. _981095
245	1	0	_aServices marketing : _ba European perspective.
250			_a[New ed.] / _bChristopher Lovelock, Sandra Vandermerwe, Barbara Lewis.
260			_aLondon : _bPrentice Hall Europe, _cc1999.
300			_axiv, 718 p. : _bill. (some col.), maps, plans ; _c25 cm. ; _epbk.
500			_aPrevious ed.: i.e 3rd ed. published as Services marketing /by Christopher Lovelock. London : Prentice-Hall International, 1996.
500			_aIncludes index.
505		0	_a[PART I - UNDERSTANDING SERVICES] Distinctive aspects of service management -- Customer involvement in service processes -- Managing service encounters -- [Readings] _tFrom scientific management to service management - a management perspective for the age of service competition / Christian Grönroos -- _tCritical service encounters - the employee's viewpoint / Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr -- [Cases].
505		0	_a[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 _tbest shopping trip? How Tesco keeps the customer satisfied / Tim Mason -- _tConsumer behaviour and services - a review / Mark Gabbott, Gillian Hogg -- _tService 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].
505		0	_a[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] _tRedefining value / Sandra Vandermerwe -- _tKey concepts for new service development / Bo Edvardsson, Jan Olsson -- _tWhy cross-selling hasn't worked / David Maister -- _tMaking business sense of the internet / Shikhar Ghosh -- [Cases]
505		0	_a[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] -- _tMeasuring your marketing success / David H. Maister -- _tIntra-organizational aspects of service quality management: the employees' perspective / Barbara R. Lewis, Gard O. S. Gabrielsen -- _tAltering the way the company really works / Sandra Vandermerwe -- Putting the service-profit chain to work / James L. Heskett et al. -- [Cases].
590			_a40.00
650		0	_aCustomer relations. _92748
650		0	_aService industries _zEurope _xMarketing _981096
650		0	_aService industries _zEurope _xMarketing _vCase studies _981097
650		7	_aBusiness and Management. _2ukslc _931536
650		7	_aBusiness & Management _2thema _981098
650		7	_aSales & marketing _2thema _981099
650		7	_aCustomer services _2thema _92749
700	1		_aVandermerwe, Sandra. _925445
902			_a161108
903			_aMARS
907			_a.b10260869 _bmulti _c-
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999			_c24410 _d24410