TY  - BOOK
AU  - Lovelock,Christopher H.
AU  - Wirtz,Jochen
AU  - Chatterjee,Jayanta
TI  - Services marketing: people, technology, strategy 
SN  - 9788131759394 
AV  - HF5415.13 .L5883 2011
U1  - 658.8 22
PY  - 2011///]
CY  - India
PB  - Dorling Kindersley
KW  - Marketing
KW  - Management
KW  - Professions
KW  - Service industries
KW  - Customer services
N1  - Includes bibliographical references and indexes; PART 1  UNDERSTANDING SERVICE MARKETS, PRODUCTS, AND CUSTOMERS  --  New Perspectives on Marketing in the Service Economy -- Customer Behavior in Service context -- positioning services in competitive markets -- PART 2 : applying the 4 Ps 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 -- PART 3 : MANAGING THE CUSTOMER INTERFACE --  Designing and Managing Service Processes -- Balancing Demand and Productive Capacity -- Crafting the Service Environment -- Managing people for Service advantage -- PART 4 : IMPLEMENTING PROFITABLE SERVICE STRATEGIES -- managing Relationships and Building Loyalty -- complaint handling and service recovery -- Improving Service Quality and Productivity -- striving for Service Leadership
ER  -