000			02391cam a2200409 i 4500
001			15924623
005			20230827113504.0
008			090928s2011 ii ab b 001 0 eng
010			_a 2009039795
020			_a9788131759394
035			_a(OCoLC)ocn441947355
040			_aEG-NcFUE _cEG-NcFUE _erda
042			_apcc
050	0	0	_aHF5415.13 _b.L5883 2011
082	0	0	_a658.8 _222 _bL.C.S
100	1		_aLovelock, Christopher H. _eauthor
245	1	0	_aServices marketing : _bpeople, technology, strategy / _cChristopher Lovelock, Jochen Wirtz, Jayanta Chatterjee.
250			_aseventh edition
264		1	_aIndia : _bDorling Kindersley, _c[2011]
264		0	_a©2011.
300			_axxi, 683 pages : _billustrations, map ; _c29 cm.
336			_atext _2rdacontent
337			_aunmediated _2rdamedia
338			_avolume _2rdacarrier
504			_aIncludes bibliographical references and indexes.
505	0		_aPART 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
650		0	_aMarketing _xManagement.
650		0	_aProfessions _xMarketing.
650		0	_aService industries _xMarketing.
650		0	_aCustomer services _xMarketing.
700	1		_aWirtz, Jochen. _eauthor
700	1		_aChatterjee, Jayanta. _eauthor
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cBK
999			_c10834 _d10834