Services marketing : people, technology, strategy

著者

書誌事項

Services marketing : people, technology, strategy

Christopher Lovelock, Jochen Wirtz

Pearson/Prentice Hall, c2007

6th ed

大学図書館所蔵 件 / 全18件

この図書・雑誌をさがす

注記

Includes bibliographical references and indexes

内容説明・目次

内容説明

For advanced undergraduate and MBA/EMBA courses in Services Marketing. Organized around a strategic marketing framework to give instructors maximum flexibility in teaching and take students deeper into the consumer and competitive environments in services marketing.

目次

PART 1: UNDERSTANDING SERVICE MARKETS, PRODUCTS, AND CUSTOMERS 1. New Perspectives on Marketing in the Service Economy 2. Customer Behavior in Service Encounters PART 2: BUILDING THE SERVICE MODEL 3. Developing Service Concepts: Core and Supplementary Elements 4. Distributing Services through Physical and Electronic Channels 5. Exploring Business Models: Pricing and Revenue Management 6. Educating Customers and Promoting the Value Proposition 7. Positioning Services in Competitive Markets PART 3: MANAGING THE CUSTOMER INTERFACE 8. Designing and Managing Service Processes 9. Balancing Demand against Productive Capacity 10. Crafting the Service Environment 11. Managing Service Employees for Competitive Advantage PART 4: IMPLEMENTING PROFITABLE SERVICE STRATEGIES 12. Creating Relationships and Building Customer Loyalty 13. Achieving Service Recovery and Obtaining Customer Feedback 14. Improving Service Quality and Productivity 15. Organizing for Change Management and Service Leadership Glossary Credits Name Index READINGS Wingfield, "In a Dizzying World, One Way to Keep Up: Renting Possessions" Datta and Krishnan, "The Health Travellers" Kimes and Chase, "The Strategic Levers of Yield Management" Thornton, "Fees! Fees! Fees!" Roberts, "Best Practice: Defensive Marketing-How a Strong Incumbent Can Protect Its Position" Heracleous, Wirtz and Johnston, "Kung-Fu Service Development at Singapore Airlines" Gilson and Khandelwal, "Getting More from Call Centers: Used Properly, They Can Be Strategic Assets" Haeckel, Carbone, and Berry, "How to Lead the Customer Experience" Brady, "Why Service Stinks" Berry, Shankar, Parish, Cadwallader, and Dotzel, "Creating New Markets through Service Innovation" Reichheld, "The One Number You Need to Grow" CASES Case 1: Susan Munro, Service Consumer Case 2: Four Customers in Search of Solutions Case 3: Dr Beckett's Dental Office Case 4: Starbucks: Delivering Customer Service Case 5: Giordano: Positioning for International Expansion Case 6: Aussie Pooch Mobile Case 7: Jollibee Foods Corporation Case 8: Accra Beach Hotel Case 9: Sullivan Ford Auto World Case 10: CompuMentor and the DiscounTech.org Service: Creating An Earned-Income Venture for a Nonprofit Organization Case 11: Dr. Mahalee Goes to London Case 12: Menton Bank Case 13: Red Lobster Case 14: Hilton HHonors Worldwide Loyalty Wars Case 15: The Accellion Service Guarantee Case 16: Shouldice Hospital Limited (Abridged) Case 17: Massachusetts Audubon Society Case 18: TLContact: CarePages Services (A)

「Nielsen BookData」 より

詳細情報

ページトップへ