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Services marketing : = people, technology, strategy /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Services marketing :/ Christopher Lovelock, Jochen Wirtz.
Reminder of title:	people, technology, strategy /
Author:	Lovelock, Christopher H.
other author:	Wirtz, Jochen.
Published:	Upper Saddle River, N.J. :Pearson Prentice Hall, : c2007.,
Description:	xx, 648 p. :ill. ;29 cm.
[NT 15003449]:	New Perspectives on Marketing in the Service Economy -- Customer Behavior in Service Encounters -- Developing Service Concepts: Core and Supplementary Elements -- Distributing Services through Physical and Electronic Channels -- Exploring Business Models: Pricing and Revenue Management -- Educating Customers and Promoting the Value Proposition -- Positioning Services in Competitive Markets -- Designing and Managing Service Processes -- Balancing Demand against Productive Capacity -- Crafting the Service Environment -- Managing Service Employees for Competitive Advantage -- Creating Relationships and Building Customer Loyalty -- Achieving Service Recovery and Obtaining Customer Feedback -- Improving Service Quality and Productivity -- Organizing for Change Management and Service Leadership.
Subject:	Marketing - Management. -
Online resource:	http://catdir.loc.gov/catdir/toc/ecip0618/2006024219.htmlTable of contents only
Online resource:	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=016281588&line_number=0001&func_code=DB_RECORDS&service_type=MEDIATable of contents only
Online resource:	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=014972445&line_number=0001&func_code=DB_RECORDS&service_type=MEDIATable of contents only
Online resource:	http://www.loc.gov/catdir/toc/ecip0618/2006024219.html
ISBN:	0131875523

Services marketing : = people, technology, strategy /
Lovelock, Christopher H.

Services marketing :people, technology, strategy /Christopher Lovelock, Jochen Wirtz. - 6th ed. - Upper Saddle River, N.J. :Pearson Prentice Hall,c2007. - xx, 648 p. :ill. ;29 cm.

Includes bibliographical references and indexes.

New Perspectives on Marketing in the Service Economy -- Customer Behavior in Service Encounters -- Developing Service Concepts: Core and Supplementary Elements -- Distributing Services through Physical and Electronic Channels -- Exploring Business Models: Pricing and Revenue Management -- Educating Customers and Promoting the Value Proposition -- Positioning Services in Competitive Markets -- Designing and Managing Service Processes -- Balancing Demand against Productive Capacity -- Crafting the Service Environment -- Managing Service Employees for Competitive Advantage -- Creating Relationships and Building Customer Loyalty -- Achieving Service Recovery and Obtaining Customer Feedback -- Improving Service Quality and Productivity -- Organizing for Change Management and Service Leadership.

ISBN: 0131875523Subjects--Topical Terms:

559161
Marketing
--Management.

LC Class. No.: HF5415.122 / .L68 2007

Services marketing : = people, technology, strategy /
LDR:02167cam a2200289 a 4500 001 998461
003 VRT
005 20110615192200.0
008 120215s2007 njua 001 0 eng d
020 $a 0131875523
020 $a 9780131875524
020 $a 9780132056762 (pbk.)
020 $a 0132056763 (pbk.)
035 $a (OCoLC)ocm70698948
035 $a 100年鄭淑芳贈書
040 $a DLC $b eng $c DLC $d YDX $d BAKER $d NLGGC $d SITPL $d YDXCP $d BTCTA $d AU@ $d UKM $d CTB $d NXW $d EI1 $d DEBBG $d OCL $d OCLCQ $d XVF $d TKU
042 $a nbic
050 $a HF5415.122 $b .L68 2007
100 1 $a Lovelock, Christopher H. $3 667190
245 1 0 $a Services marketing : $b people, technology, strategy / $c Christopher Lovelock, Jochen Wirtz.
250 $a 6th ed.
260 # $a Upper Saddle River, N.J. : $b Pearson Prentice Hall, $c c2007.
300 $a xx, 648 p. : $b ill. ; $c 29 cm.
504 $a Includes bibliographical references and indexes.
505 0 # $a New Perspectives on Marketing in the Service Economy -- Customer Behavior in Service Encounters -- Developing Service Concepts: Core and Supplementary Elements -- Distributing Services through Physical and Electronic Channels -- Exploring Business Models: Pricing and Revenue Management -- Educating Customers and Promoting the Value Proposition -- Positioning Services in Competitive Markets -- Designing and Managing Service Processes -- Balancing Demand against Productive Capacity -- Crafting the Service Environment -- Managing Service Employees for Competitive Advantage -- Creating Relationships and Building Customer Loyalty -- Achieving Service Recovery and Obtaining Customer Feedback -- Improving Service Quality and Productivity -- Organizing for Change Management and Service Leadership.
650 # 0 $a Marketing $x Management. $3 559161
650 # 0 $a Professions $x Marketing. $3 646071
650 # 0 $a Service industries $x Marketing. $3 647833
650 # 0 $a Customer services $x Marketing. $3 753216
700 1 # $a Wirtz, Jochen. $3 927202
856 4 1 $z Table of contents only $u http://catdir.loc.gov/catdir/toc/ecip0618/2006024219.html
856 4 1 $z Table of contents only $u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=016281588&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
856 4 1 $z Table of contents only $u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=014972445&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
856 4 1 $3 Table of contents only $u http://www.loc.gov/catdir/toc/ecip0618/2006024219.html