TY  - BOOK
AU  - Lovelock,Christopher H.
AU  - Patterson,Paul
AU  - Wirtz,Jochen
TI  - Services marketing: an Asia-Pacific and Australian perspective 
SN  - 9781486002702
U1  - 658.80091823 23
PY  - 2015///]
CY  - Melbourne, Vic
PB  - Pearson Australia
KW  - Service industries
KW  - Southeast Asia
KW  - Marketing
KW  - Australia
KW  - Customer services
N1  - 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
ER  -