| Record ID | ia:principlesofserv0000love |
| Source | Internet Archive |
| Download MARC XML | https://archive.org/download/principlesofserv0000love/principlesofserv0000love_marc.xml |
| Download MARC binary | https://www.archive.org/download/principlesofserv0000love/principlesofserv0000love_meta.mrc |
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005 20181231230111.0
008 010402s2002 njua b 001 0 eng
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100 1 $aLovelock, Christopher H.
245 10 $aPrinciples of service marketing and management /$cChristopher Lovelock, Lauren Wright.
250 $a2nd ed.
260 $aUpper Saddle River, N.J. :$bPrentice Hall,$c℗♭2002.
300 $axix, 436 pages :$billustrations (some color) ;$c26 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references and index.
505 0 $apt. 1. Understanding Services -- ch. 1. Why Study Services? -- ch. 2. Understanding Service Processes -- pt. 2. The Service Customer -- ch. 3. Managing Service Encounters -- ch. 4. Customer Behavior in Service Environments -- ch. 5. Relationship Marketing and Customer Loyalty -- ch. 6. Complaint Handling and Service Recovery -- pt. 3. Service Marketing Strategy -- ch. 7. The Service Product -- ch. 8. Pricing Strategies for Services -- ch. 9. Promotion and Education -- ch. 10. Service Positioning and Design -- pt. 4. Service Delivery Issues -- ch. 11. Creating Delivery Systems in Place, Cyberspace, and Time -- ch. 12. Creating Value Through Productivity and Quality -- ch. 13. Balancing Demand and Capacity -- ch. 14. Managing Customer Waiting Lines and Reservations -- pt. 5. Integrating Marketing, Operations, and Human Resources -- ch. 15. Employee Roles in Service Organizations -- ch. 16. The Impact of Technology on Services -- ch. 17. Organizing for Service Leadership.
650 0 $aService industries$zUnited States$xMarketing.
650 0 $aService industries$zUnited States$xManagement.
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650 7 $aManagement$2gnd
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700 1 $aWright, Lauren.
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