Essentials of services marketing
著者
書誌事項
Essentials of services marketing
Prentice Hall, 2009
大学図書館所蔵 全2件
  青森
  岩手
  宮城
  秋田
  山形
  福島
  茨城
  栃木
  群馬
  埼玉
  千葉
  東京
  神奈川
  新潟
  富山
  石川
  福井
  山梨
  長野
  岐阜
  静岡
  愛知
  三重
  滋賀
  京都
  大阪
  兵庫
  奈良
  和歌山
  鳥取
  島根
  岡山
  広島
  山口
  徳島
  香川
  愛媛
  高知
  福岡
  佐賀
  長崎
  熊本
  大分
  宮崎
  鹿児島
  沖縄
  韓国
  中国
  タイ
  イギリス
  ドイツ
  スイス
  フランス
  ベルギー
  オランダ
  スウェーデン
  ノルウェー
  アメリカ
注記
Includes bibliographical references and indexes
内容説明・目次
内容説明
Essentials of Services Marketing, 1st edition, is the only introductory services marketing textbook presented in full color. Written by Lovelock, Wirtz and Chew, this text's presentation of visual learning aids, coupled with the reader-friendly use of language will impress upon students that this is one marketing text clearly written with them in mind.
目次
Dedications
About the Authors
About the Contributors of the Cases
Preface
Acknowledgements
Part 1: Understanding Service Products, Consumers and Markets
Chapter 1: Introduction to Services Marketing
Chapter 2: Consumer Behavior in a Services Context
Chapter 3: Positioning Services in Competitive Markets
Part 2: Appling the 4P's to Services
Chapter 4: Developing Service Products: Core and Supplementary Elements
Chapter 5: Distributing Service Through Physical and Electronic Channels
Chapter 6: Setting Prices and Implementing Revenue Management
Chapter 7: Promoting Services and Educating Customers
Part 3: Managing the Customer Interface
Chapter 8: Designing and Managing Service Processes
Chapter 9: Balancing Demand Against Productive Capacity
Chapter 10: Crafting the Service Environment
Chapter 11: Managing People for Service Advantage
Part 4: Implementing Profitable Service Strategies
Chapter 12: Managing Relationships and Building Loyalty
Chapter 13: Complaint Handling and Service Recovery
Chapter 14: Improving Service Quality and Productivity
Chapter 15: Organizing for Change Management and Service Leadership
Part 5: Cases
Glossary
Credits
Name Index
Subject Index
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