Services marketing : a European perspective

著者

書誌事項

Services marketing : a European perspective

Christopher Lovelock, Sandra Vandermerwe, Barbara Lewis

Prentice Hall Europe, c1999

3rd ed

大学図書館所蔵 件 / 全12件

この図書・雑誌をさがす

注記

Includes bibliographical references and index

内容説明・目次

内容説明

This book is a European version of Christopher Lovelock's highly successful original. The text, readings and cases have been rewritten and/or replaced and/or adapted to make them more appropriate for the European market. Lovelock, who is British, has been instrumental in the adaptation. Instructor's Manual (0-13-020763-2).

目次

Preface About the Authors PART I: UNDERSTANDING SERVICES 1 Distinctive Aspects of Service Management 2 Customer Involvement in Different Service Processes 3 Managing Service Encounters 4 Positioning a Service in the Marketplace PART II:UNDERSTANDING CUSTOMERS AND MANAGING RELATIONSHIPS 5 Customer Behaviour in Service Settings 6 Managing Relationships and Building Customer Loyalty 7 Complaint Handling and Service Recovery PART III: STRATEGIC ISSUES IN SERVICES MARKETING 8 Creating Services and Adding Value 9 Designing Service Delivery Systems 10 Pricing Services: Understanding Customer Costs and Corporate Costs 11 Communicating to Customers: Education and Promotion PART IV:CHALLENGES FOR SENIOR MANAGEMENT 12 Productivity and Quality: Two Sides of the Same Coin 13 Managing Demand 14 Managing Customer-Contact Personnel 15 Developing Integrated Service Strategies for International Operations

「Nielsen BookData」 より

詳細情報

ページトップへ