Lovelock, Christopher H. <br/><br/>
Services marketing :  people, technology, strategy / 
Christopher Lovelock, Jochen Wirtz. 
 - 7th ed. 
 - Boston :  Prentice Hall,  c2011. 
 - xxii, 626 p. :  ill., map ;  29 cm. 
<br/><br/>Includes bibliographical references and indexes. 
<br/><br/>Content: Understanding service products consumers, and markets: New perspectives on marketing in the service economy -- Consumer behavior in a services context -- Positioning services in competitive markets -- Applying the 4Ps of marketing to services: Developing service products; core and supplementary elements -- Distributing services through physical and electronic channels -- Setting prices and implementing revenue management -- Promoting services and educating customers -- Managing the customer interface: Designing and managing service processes -- Balancing demand and productive capacity -- Crafting the service environment -- Managing people for service advantage -- Implementing profitable services Strategies: Managing relationships and building loyalty -- Complaint handling and service recovery -- Improving service quality and productivity -- Striving for service leadership<br/> 
<br/><br/><label>ISBN: </label>9780136107217 0136107214 
<br/><br/><label>LCCN: </label>2009039795 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Marketing--Management.<br/>Professions--Marketing.<br/>Service industries--Marketing.<br/>Customer services--Marketing.
<br/><br/><label>LC Class. No.: </label>HF5415.13.L58  / 2011. 
<br/><br/><label>Dewey Class. No.: </label>658.8