ISBN13:978-0130404671 ISBN10: 0130404675 Edition/Copyright:2ND 02 Cover: Hardback Publisher:Prentice Hall, Inc. Published: 01/28/2002 International: No
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Lovelock, Christopher H :
Wright, Lauren : California State University-Chico
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I. UNDERSTANDING SERVICES.
1. Why Study Services? 2. Understanding Service Processes.
II. THE SERVICE CUSTOMER.
3. Managing Service Encounters. 4. Customer Behavior in Service Environments. 5. Relationship Marketing and Customer Loyalty. 6. Complaint Handling and Service Recovery.
III. SERVICE MARKETING STRATEGY.
7. The Service Product. 8. Pricing Strategies for Services. 9. Promotion, Education, and Physical Evidence. 10. Service Positioning and Design.
IV. SERVICE DELIVERY ISSUES.
11. Creating Delivery Systems in Place, Cyberspace, and Time. 12. Creating Value through Productivity and Quality. 13. Balancing Demand and Capacity. 14. Managing Customer Waiting Lines and Reservations.
V. INTEGRATING MARKETING, OPERATIONS, AND HUMAN RESOURCES.
15. Employee Roles in Service Organizations. 16. The Impact of Technology on Services. 17. Organizing for Service Leadership.
2001 This is an ex-library book and may have the usual library/used-book markings inside. This book has hardback covers. In fair condition, suitable as a study copy. No dust jacket., 1150grams, ISBN...show more: 9780130404671. *****PLEASE NOTE: This item is shipping from an authorized seller in Europe. In the event that a return is necessary, you will be able to return your item within the US. To learn more about our European sellers and policies see the BookQuest FAQ section***** ...show less
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Old Tappan, NJ, U.S.A. 2001 Soft cover Fine in As New jacket Book Edges are sharp and fine. No tears or creases. No stains, writing or reminder marks. The binding is straight and tight. Only very mi...show moreld touch of edge rubbing. Book has appearance of only minimal use. The book itself is very nice. Clean, tight, sound copy. ...show less
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2001-08-04 Paperback New 978-0-13-040467-1 Brand New. Flawless item.
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