Services marketing : an Asia-Pacific and Australian perspective / Lovelock, Patterson, Wirtz.
Material type: TextPublisher: Melbourne, Vic : Pearson Australia, [2015]Copyright date: ©2014Edition: 6th editionDescription: xix, 508 pages : colour illustrations ; 28 cmContent type:- text
- unmediated
- volume
- 9781486002702
- 1486002706
- 658.80091823 23
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Book | City Campus City Campus Main Collection | 658.80091823 LOV (Browse shelf(Opens below)) | 1 | Available | A557671B | ||
Book | City Campus City Campus Main Collection | 658.80091823 LOV (Browse shelf(Opens below)) | 1 | Available | A557675B | ||
Book | City Campus City Campus Main Collection | 658.80091823 LOV (Browse shelf(Opens below)) | 1 | Available | A557678B |
Browsing City Campus shelves, Shelving location: City Campus Main Collection Close shelf browser (Hides shelf browser)
658.80072 MCD Marketing accountability : how to measure marketing effectiveness / | 658.80081 TUN Branded male : marketing to men / | 658.8008900973 THA Marketing and consumer identity in multicultural America / | 658.80091823 LOV Services marketing : an Asia-Pacific and Australian perspective / | 658.80091823 LOV Services marketing : an Asia-Pacific and Australian perspective / | 658.80091823 LOV Services marketing : an Asia-Pacific and Australian perspective / | 658.80092 MON Legends in marketing. Kent B. Monroe / |
Includes bibliographical references and index.
Part 1: Understanding the nature of service products and markets. 1. Marketing in the service economy -- 2. Customer behaviour, culture and service encounters -- 3. Positioning services in competitive markets -- Part 2: Building the service model and creating customer value. 4. Developing service products: core and supplementary service elements -- 5. Distributing services through physcial and electronic channels -- 6. Understanding costs and developing pricing strategy -- 7. Balancing productive capacity and demand -- 8. Integrated services marketing communications -- 9. Managing people for service advantage -- 10. Crafting the service envrionment -- Part 3: Challenges for senior management. 11. Managing the customer service function -- 12. Customer satisfaction and service quality -- 13. Managing relationships and building loyalty -- 14. Handling customer complaints and managing service recovery -- Part 4: Cases.
There are no comments on this title.