Services marketing in Asia :  managing people, technology and strategy / 
Christopher H. Lovelock...[et al.]. 
 - 2nd ed. 
 - Singapore :  Pearson/Prentice Hall,  c2005. 
 - xxiv, 696 p. :  ill. ;  27 cm. 
<br/><br/> Includes index. 
<br/><br/>Preface. - About the authors. - Pt. 1. Understanding service products, consumers, and markets. - chapter 1. Introduction to services marketing. - chapter 2. Consumer behavior in service encounters. - chapter 3. Positioning services in competitive markets. - Pt. 2. Key elements of services marketing. - chapter 4. Creating the service product. - chapter 5. Designing the communications mix for services. - chapter 6. Pricing and revenue management. - chapter 7. Distributing services. - Pt. 3. Managing the service delivery process. - chapter 8. Designing and managing service processes. - chapter 9. Balancing demand and capacity. - chapter 10. Planning the service environment. - chapter 11. Managing people for service advantage. - Pt. 4. Implementing services marketing. - chapter 12. Managing relationships and building loyalty. - chapter 13. Customer feedback and service recovery. - chapter 14. Improving service quality and productivity. - chapter 15. Organizing for service leadership. - Cases. - Name index. - Subject index. 
<br/><br/><label>ISBN: </label>0131275372 (pbk) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Marketing.--Asia<br/>Service industries--Marketing.--Asia
<br/><br/><label>Dewey Class. No.: </label>658.80095  / SER