Lovelock, Christopher H., <br/><br/>
Services marketing :  an Asia-Pacific and Australian perspective / 
Lovelock, Patterson, Wirtz. 
 - 6th edition. 
 - xix, 508 pages :  colour illustrations ;  28 cm 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>9781486002702 1486002706 
<br/><br/><label>Source: </label> Locked Bag 507 Frenchs Forest NSW 2086 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing.--Southeast Asia<br/>Service industries--Marketing.--Australia<br/>Customer services--Marketing.--Southeast Asia<br/>Customer services--Marketing.--Australia
<br/><br/><label>Dewey Class. No.: </label>658.80091823