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100	1		_aLovelock, Christopher H. _91825
245	1	0	_aServices marketing : _ban Asia-Pacific perspective / _cChristopher H. Lovelock, Paul G. Patterson, Rhett H. Walker.
250			_a2nd ed.
260			_aFrenchs Forest, N.S.W. : _bPearson Education Australia, _cc2001
300			_axii, 636 p. : _bill. (some col.), maps ; _c25 cm.
505	0		_aPreface. - 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
520			_aServices 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
650		0	_aCustomer services _zAsia, Southeastern _xMarketing. _9200485
650		0	_aCustomer services _zAustralia _xMarketing. _9200486
650		0	_aCustomer services _zNew Zealand _xMarketing. _9200487
650		0	_aService industries _zAsia, Southeastern _xMarketing. _9200488
650		0	_aService industries _zAustralia _xMarketing. _9200489
650		0	_aService industries _zNew Zealand _xMarketing. _9200490
700	1		_aPatterson, Paul G. _e(j.a.) _9200491
700	1		_aWalker, Rhett H. _e(j.a.) _996229
920			_aMCS : 200650
999			_c20461