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020			_a0131275372 (pbk)
039		9	_a201102181246 _bVLOAD _c200511280817 _dmas _c200508172035 _dmas _c200508061216 _dpatrick _y200506161538 _zpatrick
082	0	0	_a658.80095 _bSER
245	0	0	_aServices marketing in Asia : _bmanaging people, technology and strategy / _cChristopher H. Lovelock...[et al.].
250			_a2nd ed.
260			_aSingapore : _bPearson/Prentice Hall, _cc2005.
300			_axxiv, 696 p. : _bill. ; _c27 cm.
500			_aIncludes index.
505	0		_aPreface. - 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.
650		0	_aCustomer services _zAsia _xMarketing. _9221617
650		0	_aService industries _zAsia _xMarketing. _9221618
700	1		_aLovelock, H. _9221619
920			_aAUDP : 57382
921			_aMCS(USM) : 202278
922			_aGRL : 181290
999			_c36325 _d36325