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Services marketing : an Asia-Pacific perspective / Christopher H. Lovelock, Paul G. Patterson, Rhett H. Walker.

By: Contributor(s): Publication details: Frenchs Forest, N.S.W. : Pearson Education Australia, c2001Edition: 2nd edDescription: xii, 636 p. : ill. (some col.), maps ; 25 cmISBN:
  • 1740094387
Subject(s): DDC classification:
  • 658.800994 LOV
Contents:
Preface. - About the authors and contributors. - Pt. 1. Understanding services. 1. Distinctive aspects of services marketing. 2. Customer involvement in service processes. - Pt. 2. Understanding the customer and managing relationships. 3. Customer behaviour in service settings. 4. Customer satisfaction and service quality. 5. Relationship marketing and management. - Pt. 3. Strategic issues in services marketing. 6. Target market definition and positioning. 7. Developing a service product strategy. 8. The place and manner of service delivery. 9. Understanding costs and developing pricing strategy. 10. Managing capacity and demand. 11. Communicating and promoting services. - Pt. 4. Challenges for senior management. 12. Managing the customer-service function. 13. Handling customer complaints and managing service recovery. 14. International services marketing. 15. The Strategic impact of information technology. - Cases. - Reading. - Index
Summary: Services Marketing : An Asia-Pacific Perspective, 2nd edition provides a balance of conceptual rigour and practical applications with real-world examples. This combination of text reader and casebook explores the concepts and techniques of Services Marketing, using a broad range of service categories in Australia and Asia-Pacific region. Some of the features in the second edition include : New and current practices, cases, and readings from Australia, New Zealand , and South East Asia. For example tthe chapter on Consumer Behaviour now includes a section that specifically examines the differences found in collectivist Asian cultures ; the impact of technology on services has been integrated throughout as well as highlighted in a new chapter (15) ; the book discusses a broad range of service industries including professional services such as engineering, accounting and legal services ; new cases and readings have been collected from a broad range of Australasian and South East Aisan sources, providing students with a global view of services marketing ; new two-colour format throughout enhances the design and pedagogy of the text. - Back cover
Holdings
Cover image Item type Current library Home library Collection Shelving location Shelf location Call number Materials specified Vol info Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Main Collection Taylor's Library-TU

Floor 4, Shelf 26 , Side 2, TierNo 5, BayNo 8

 658.800994 LOV (Browse shelf(Opens below)) 1 Available SOMAC,37003,03,RM 5000048889

Preface. - About the authors and contributors. - Pt. 1. Understanding services. 1. Distinctive aspects of services marketing. 2. Customer involvement in service processes. - Pt. 2. Understanding the customer and managing relationships. 3. Customer behaviour in service settings. 4. Customer satisfaction and service quality. 5. Relationship marketing and management. - Pt. 3. Strategic issues in services marketing. 6. Target market definition and positioning. 7. Developing a service product strategy. 8. The place and manner of service delivery. 9. Understanding costs and developing pricing strategy. 10. Managing capacity and demand. 11. Communicating and promoting services. - Pt. 4. Challenges for senior management. 12. Managing the customer-service function. 13. Handling customer complaints and managing service recovery. 14. International services marketing. 15. The Strategic impact of information technology. - Cases. - Reading. - Index

Services Marketing : An Asia-Pacific Perspective, 2nd edition provides a balance of conceptual rigour and practical applications with real-world examples. This combination of text reader and casebook explores the concepts and techniques of Services Marketing, using a broad range of service categories in Australia and Asia-Pacific region. Some of the features in the second edition include : New and current practices, cases, and readings from Australia, New Zealand , and South East Asia. For example tthe chapter on Consumer Behaviour now includes a section that specifically examines the differences found in collectivist Asian cultures ; the impact of technology on services has been integrated throughout as well as highlighted in a new chapter (15) ; the book discusses a broad range of service industries including professional services such as engineering, accounting and legal services ; new cases and readings have been collected from a broad range of Australasian and South East Aisan sources, providing students with a global view of services marketing ; new two-colour format throughout enhances the design and pedagogy of the text. - Back cover