TY  - BOOK
AU  - Lovelock,Christopher H.
AU  - Wirtz,Jochen
TI  - Services marketing: people, technology, strategy 
SN  - 9780136107217
AV  - HF5415.13.L58 2011.
U1  - 658.8 22
PY  - 2011///
CY  - Boston
PB  - Prentice Hall
KW  - Marketing
KW  - Management
KW  - Professions
KW  - Service industries
KW  - Customer services
N1  - Includes bibliographical references and indexes; 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

ER  -