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Services marketing : an Asia-Pacific and Australian perspective / Lovelock, Patterson, Wirtz.

By: Contributor(s): Material type: TextTextPublisher: Melbourne, Vic : Pearson Australia, [2015]Copyright date: ©2014Edition: 6th editionDescription: xix, 508 pages : colour illustrations ; 28 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 9781486002702
  • 1486002706
Subject(s): DDC classification:
  • 658.80091823 23
Contents:
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.
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Holdings
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

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.

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