000			02175cam a2200361 a 4500
001			15924623
003			OSt
005			20220903152147.0
008			090928s2011 mauab b 001 0 eng
010			_a 2009039795
020			_a9780136107217
020			_a0136107214
035			_a(OCoLC)ocn441947355
040			_aLC _cLC _dYDX _dYDXCP _dCDX _dBTCTA _dDLC
042			_apcc
050	0	0	_aHF5415.13.L58 _b2011.
082	0	0	_a658.8 _222
100	1		_aLovelock, Christopher H. _9333
245	1	0	_aServices marketing : _bpeople, technology, strategy / _cChristopher Lovelock, Jochen Wirtz.
250			_a7th ed.
260			_aBoston : _bPrentice Hall, _cc2011.
300			_axxii, 626 p. : _bill., map ; _c29 cm.
504			_aIncludes bibliographical references and indexes.
505			_aContent: 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
650		0	_aMarketing _xManagement. _9334
650		0	_aProfessions _xMarketing. _9335
650		0	_aService industries _xMarketing. _9336
650		0	_aCustomer services _xMarketing. _9337
700	1		_aWirtz, Jochen. _9338
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2lcc _cBK
999			_c9197 _d16697