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Services marketing.

By: Lovelock, Christopher HMaterial type: TextTextPublication details: Englewood Cliffs, New Jersey, USA : Prentice Hall US, 1996. Edition: 3rd edISBN: 0134558413DDC classification: 380.145068
Contents:
Ch. 1. Distinctive Aspects of Services Marketing -- Ch. 2. Developing Frameworks for Analyzing Services -- Ch. 3. The Customer Experience -- Service is Everybody's Business / Ronald Henkoff -- The Development and Emergence of Services Marketing Thought / Stephen W. Brown, Raymond P. Fisk and Mary Jo Bitner -- The Dramaturgy of Services Exchange: An Analytical Framework for Services Marketing / Stephen J. Grove and Raymond P. Fisk -- Critical Service Encounters: The Employee's Viewpoint / Mary Jo Bitner, Bernard H. Booms and Lois A. Mohr -- Sullivan's Auto World -- Euro Disney: An American in Paris -- Metropol Base-Fort Security Group -- Singapore Airlines -- Ch. 4. Positioning a Service in the Marketplace -- Ch. 5. Targeting Customers and Building Relationships -- Ch. 6. Managing Demand -- Pick a Card: Visa, American Express and MasterCard Vie in Overseas Strategies / Steven Lipin, Brian Coleman and Jeremy Mark -- Measuring Marketing Success / David H. Maister -- Service Positioning Through Structural Change / G. Lynn Shostack -- Loyalty-Based Management / Frederick F. Reichheld -- Boston Center for Adult Education -- Federal Express: Business Logistics Services -- BT: Telephone Account Management -- Marriott's Rancho Las Palmas Resort -- Ch. 7. Creating and Delivering Services -- Ch. 8. Adding Value to Core Products with Supplementary Services -- Ch. 9. Understanding Costs and Developing Pricing Strategies -- Ch. 10. Communicating and Promoting Services -- The Power of Branding / Torin Douglas -- Making Money on the Web / Kate Maddox, Mitch Wagner and Clinton Wilder -- Advertising Strategies for Service Firms / Donna Legg and Julie Baker -- Why Cross-Selling Hasn't Worked / David H. Maister -- Database Marketing: A Potent New Tool for Selling / Jonathan Berry, John Verity, Kathleen F. Kerwin and Gail DeGeorge -- Vancouver Public Aquarium -- Fare Combat -- Crosse & Whitewall: Cross-selling Professional Services -- Menton Bank -- Ch. 11. Enhancing Value by Improving Quality and Productivity -- Ch. 12. Developing and Managing the Customer-Service Function -- Ch. 13. Organizing and Implementing the Marketing Effort -- Ch, 14. Globalizing Services Marketing -- Service Quality From the Customers' Perspective / Susan J. Devlin and H. K. Dong -- The Horizontal Corporation: It's About Managing Across, Not Up and Down / John A. Byrne -- Putting the Service-Profit Chain to Work / James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr. and Leonard A. Schlesinger -- McDonald's Conquers the World / Andrew E. Serwer -- The Toronto-Dominion Bank: Customer Service Index -- Shouldice Hospital Limited -- Peters & Champlain -- Air BP: Aviation Service Centers -- Appendix: Studying and Learning From Cases.
Summary: Combining conceptual rigour with real-world examples and practical applications, this combination text/reader/casebook explores both concepts and techniques of marketing for a broad range of service categories and industries.
Holdings
Item type Home library Call number Status Date due Barcode Item holds
Two Week Loan Two Week Loan de Havilland Learning Resources Centre
Main Shelves
658.809 LOV (Browse shelf(Opens below)) Available 4404909922
Total holds: 0

Enhanced descriptions from Syndetics:

Ch. 1. Distinctive Aspects of Services Marketing -- Ch. 2. Developing Frameworks for Analyzing Services -- Ch. 3. The Customer Experience -- Service is Everybody's Business / Ronald Henkoff -- The Development and Emergence of Services Marketing Thought / Stephen W. Brown, Raymond P. Fisk and Mary Jo Bitner -- The Dramaturgy of Services Exchange: An Analytical Framework for Services Marketing / Stephen J. Grove and Raymond P. Fisk -- Critical Service Encounters: The Employee's Viewpoint / Mary Jo Bitner, Bernard H. Booms and Lois A. Mohr -- Sullivan's Auto World -- Euro Disney: An American in Paris -- Metropol Base-Fort Security Group -- Singapore Airlines -- Ch. 4. Positioning a Service in the Marketplace -- Ch. 5. Targeting Customers and Building Relationships -- Ch. 6. Managing Demand -- Pick a Card: Visa, American Express and MasterCard Vie in Overseas Strategies / Steven Lipin, Brian Coleman and Jeremy Mark -- Measuring Marketing Success / David H. Maister -- Service Positioning Through Structural Change / G. Lynn Shostack -- Loyalty-Based Management / Frederick F. Reichheld -- Boston Center for Adult Education -- Federal Express: Business Logistics Services -- BT: Telephone Account Management -- Marriott's Rancho Las Palmas Resort -- Ch. 7. Creating and Delivering Services -- Ch. 8. Adding Value to Core Products with Supplementary Services -- Ch. 9. Understanding Costs and Developing Pricing Strategies -- Ch. 10. Communicating and Promoting Services -- The Power of Branding / Torin Douglas -- Making Money on the Web / Kate Maddox, Mitch Wagner and Clinton Wilder -- Advertising Strategies for Service Firms / Donna Legg and Julie Baker -- Why Cross-Selling Hasn't Worked / David H. Maister -- Database Marketing: A Potent New Tool for Selling / Jonathan Berry, John Verity, Kathleen F. Kerwin and Gail DeGeorge -- Vancouver Public Aquarium -- Fare Combat -- Crosse & Whitewall: Cross-selling Professional Services -- Menton Bank -- Ch. 11. Enhancing Value by Improving Quality and Productivity -- Ch. 12. Developing and Managing the Customer-Service Function -- Ch. 13. Organizing and Implementing the Marketing Effort -- Ch, 14. Globalizing Services Marketing -- Service Quality From the Customers' Perspective / Susan J. Devlin and H. K. Dong -- The Horizontal Corporation: It's About Managing Across, Not Up and Down / John A. Byrne -- Putting the Service-Profit Chain to Work / James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr. and Leonard A. Schlesinger -- McDonald's Conquers the World / Andrew E. Serwer -- The Toronto-Dominion Bank: Customer Service Index -- Shouldice Hospital Limited -- Peters & Champlain -- Air BP: Aviation Service Centers -- Appendix: Studying and Learning From Cases.

Combining conceptual rigour with real-world examples and practical applications, this combination text/reader/casebook explores both concepts and techniques of marketing for a broad range of service categories and industries.

undergraduate postgraduate.

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