Taylor's Library

Normal view MARC view ISBD view

Services marketing in Asia : managing people, technology and strategy / Christopher H. Lovelock...[et al.].

Contributor(s): Lovelock, H.
Publisher: Singapore : Pearson/Prentice Hall, c2005Edition: 2nd ed.Description: xxiv, 696 p. : ill. ; 27 cm.ISBN: 0131275372 (pbk).Subject(s): Customer services -- Asia -- Marketing | Service industries -- Asia -- MarketingDDC classification: 658.80095
Contents:
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.
Item type Current location Shelf location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU

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

 658.80095 SER (Browse shelf) 1 Available GENLS,GENLS,03,GR 5000097369
Main Collection Taylor's Library-TU

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

 658.80095 SER (Browse shelf) 1 Available SOMAC,37003,03,RM 1001002345
Main Collection Taylor's Library-TU

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

 658.80095 SER (Browse shelf) 1 Available UNISA,19001,03,GR 5000019170

Includes index.

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.