Holdings: Services marketing :: THWS Bibkatalog

Services marketing:

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Bibliographic Details
Format:	Book
Language:	English
Published:	London u.a. Prentice-Hall Internat. 1991
Edition:	2. ed.
Series:	The Prentice-Hall series in marketing
Subjects:	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
Online Access:	Inhaltsverzeichnis
Physical Description:	XVI, 526 S. Ill., graph. Darst., Kt.
ISBN:	0138070172

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MARC


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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-tens	650 - Management and auxiliary services
discipline	Wirtschaftswissenschaften
edition	2. ed.
format	Book
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illustrated	Illustrated
indexdate	2024-07-09T17:25:23Z
institution	BVB
isbn	0138070172
language	English
oai_aleph_id	oai:aleph.bib-bvb.de:BVB01-005827271
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owner_facet	DE-703 DE-473 DE-BY-UBG DE-19 DE-BY-UBM DE-83 DE-188 DE-706
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
url	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
work_keys_str_mv	AT lovelockchristopherh servicesmarketing

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