Services marketing:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
London u.a.
Prentice-Hall Internat.
1991
|
| Ausgabe: | 2. ed. |
| Schriftenreihe: | The Prentice-Hall series in marketing
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVI, 526 S. Ill., graph. Darst., Kt. |
| ISBN: | 0138070172 |
Internformat
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| 245 | 1 | 0 | |a Services marketing |c Christopher H. Lovelock |
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| 264 | 1 | |a London u.a. |b Prentice-Hall Internat. |c 1991 | |
| 300 | |a XVI, 526 S. |b Ill., graph. Darst., Kt. | ||
| 336 | |b txt |2 rdacontent | ||
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| 490 | 0 | |a The Prentice-Hall series in marketing | |
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| 650 | 4 | |a Hizmet endüstrisi - Pazarlama | |
| 650 | 4 | |a Marketing des services | |
| 650 | 4 | |a Marketing des services - Etude de cas | |
| 650 | 7 | |a Marketing |2 gtt | |
| 650 | 4 | |a Meslekler - Pazarlama | |
| 650 | 7 | |a Plan de carrière |2 ram | |
| 650 | 7 | |a Services - Marketing |2 ram | |
| 650 | 4 | |a Professions |x Marketing | |
| 650 | 4 | |a Service industries |x Marketing | |
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Datensatz im Suchindex
| _version_ | 1804123161937051648 |
|---|---|
| adam_text | CONTENTS
Preface xi
PART I UNDERSTANDING SERVICES
Chapter 1 Distinctive Aspects of Services Marketing 1
Chapter 2 The Customer Experience 12
Chapter 3 Developing Frameworks for Understanding
Services Marketing 24
Readings
How Consumer Evaluation Processes Differ between Goods
and Services 39
Valerie A. Zeithaml
The Internationalization of Services 48
Sandra Vandermerwe and Michael Chadwick
The Dramaturgy of Services Exchange: An Analytical
Framework for Services Marketing 59
Stephen ]. Grove and Raymond P. Fisk
viii / Contents
Cases
Club Med Sales, Inc. 69
Sullivan s Auto World 76
Metropol Base Fort Security Group 82
Boston Center for Adult Education 92
PART II STRATEGIC ISSUES
Chapter 4 Positioning a Service in the Marketplace 109
Chapter 5 Managing the Customer Portfolio 119
Chapter 6 Managing Demand 128
Readings
Strategic Management of Consumer Services 139
Michael Allen
Service Positioning Through Structural Change 147
G. Lynn Shostack
Repositioning a Leading Stockbroker 161
Kent Dorwin
Cases
Harris Johnson Associates 171
The 911 Emergency Number in New York 183
United States Trust Company of New York 189
Marriott s Rancho Las Palmas Resort 203
PART III TOOLS FOR SERVICE MARKETERS
Chapter 7 Creating and Delivering Services 223
Chapter 8 Understanding Costs and Developing
Pricing Strategies 236
Chapter 9 Communicating and Promoting
Services 247
Chapter 10 Developing and Managing the Customer
Service Function 262
Readings
The Power of Branding 273
Torin Douglas
Advertising Strategies for Service Firms 282
Donna Legg and Julie Baker
How to Handle Customers Gripes 292
Patricia Sellers
Contents I ix
Cases
ijf Comprehensive Accounting Corporation 298
^ First National Bank 314
Vancouver Public Aquarium 324
Suburban CableVision 338
United Airlines: Price Promotion Policy 348
PART IV CHALLENGES FOR SENIOR
MANAGEMENT
Chapter 11 Improving Service Quality
and Productivity 365
Chapter 12 Organizing and Implementing
the Marketing Effort 379
Readings
Building a Customer Orientated Organization 394
Frank Cornish
Service Marketers Thrive on Innovation 398
Kate Bertrand
Communication and Control Processes in the Delivery
of Service Quality 406
Valerie A. Zeithaml, Leonard L. Berry, and A. Parasuraman
Putting the Customer First: The Key to Service Strategy 424
Jan Carlzon
Innovative Marketing Strategies and Organization Structures
for Service Firms 433
Christian Gronroos
Cases
The Toronto Dominion Bank: Green Line Investor
Services 449
Domino s Pizza: A Deadly Delivery Problem 464
Shouldice Hospital Limited 467
Cunningham, Inc.: Industrial Service Group 483
Dunfey Hotels Corporation 500
Appendix: Studying and Learning from Cases 513
Selected Bibliography 517
Index 519
|
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| dewey-full | 658.8 |
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| dewey-ones | 658 - General management |
| dewey-raw | 658.8 |
| dewey-search | 658.8 |
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| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 2. ed. |
| format | Book |
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| id | DE-604.BV008807959 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T17:25:23Z |
| institution | BVB |
| isbn | 0138070172 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-005827271 |
| oclc_num | 154273440 |
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| physical | XVI, 526 S. Ill., graph. Darst., Kt. |
| publishDate | 1991 |
| publishDateSearch | 1991 |
| publishDateSort | 1991 |
| publisher | Prentice-Hall Internat. |
| record_format | marc |
| series2 | The Prentice-Hall series in marketing |
| spelling | Services marketing Christopher H. Lovelock 2. ed. London u.a. Prentice-Hall Internat. 1991 XVI, 526 S. Ill., graph. Darst., Kt. txt rdacontent n rdamedia nc rdacarrier The Prentice-Hall series in marketing Dienstensector gtt Hizmet endüstrisi - Pazarlama Marketing des services Marketing des services - Etude de cas Marketing gtt Meslekler - Pazarlama Plan de carrière ram Services - Marketing ram Professions Marketing Service industries Marketing Marketing (DE-588)4037589-4 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Marketing (DE-588)4037589-4 s Dienstleistungssektor (DE-588)4012183-5 s DE-604 Dienstleistung (DE-588)4012178-1 s 1\p DE-604 Dienstleistungsbetrieb (DE-588)4012181-1 s 2\p DE-604 Lovelock, Christopher H. 1940-2008 Sonstige (DE-588)133426262 oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005827271&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Services marketing Dienstensector gtt Hizmet endüstrisi - Pazarlama Marketing des services Marketing des services - Etude de cas Marketing gtt Meslekler - Pazarlama Plan de carrière ram Services - Marketing ram Professions Marketing Service industries Marketing Marketing (DE-588)4037589-4 gnd Dienstleistung (DE-588)4012178-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4037589-4 (DE-588)4012178-1 (DE-588)4012183-5 (DE-588)4012181-1 |
| title | Services marketing |
| title_auth | Services marketing |
| title_exact_search | Services marketing |
| title_full | Services marketing Christopher H. Lovelock |
| title_fullStr | Services marketing Christopher H. Lovelock |
| title_full_unstemmed | Services marketing Christopher H. Lovelock |
| title_short | Services marketing |
| title_sort | services marketing |
| topic | Dienstensector gtt Hizmet endüstrisi - Pazarlama Marketing des services Marketing des services - Etude de cas Marketing gtt Meslekler - Pazarlama Plan de carrière ram Services - Marketing ram Professions Marketing Service industries Marketing Marketing (DE-588)4037589-4 gnd Dienstleistung (DE-588)4012178-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Dienstensector Hizmet endüstrisi - Pazarlama Marketing des services Marketing des services - Etude de cas Marketing Meslekler - Pazarlama Plan de carrière Services - Marketing Professions Marketing Service industries Marketing Dienstleistung Dienstleistungssektor Dienstleistungsbetrieb |
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