Services marketing:
Saved in:
| Format: | Book |
|---|---|
| Language: | English |
| Published: |
Upper Saddle River, NJ
Prentice Hall
1996
|
| Edition: | 3. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XII, 660 S. Ill., graph. Darst. |
| ISBN: | 0134558413 0134613775 |
Staff View
MARC
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| 245 | 1 | 0 | |a Services marketing |c Christopher H. Lovelock |
| 250 | |a 3. ed. | ||
| 264 | 1 | |a Upper Saddle River, NJ |b Prentice Hall |c 1996 | |
| 300 | |a XII, 660 S. |b Ill., graph. Darst. | ||
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Record in the Search Index
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| adam_text | Contents
Preface vii
About the Author and Contributors xi
Part I: Understanding Services 1
Chapter 1: Distinctive Aspects of Services Marketing 1
Chapter 2: Developing Frameworks for Analyzing Services 26
Chapter 3: The Customer Experience 48
Readings
Service is Everybody s Business Ronald Henkofi 69
The Development and Emergence of Services Marketing Thought
Stephen W. Brown, Raymond P. Fisk, Mary Jo Bitner 76
The Dramaturgy of Services Exchange: An Analytical Framework for Services
Marketing Stephen J. Grove, Raymond P. Fisk 97
Critical Service Encounters: The Employee s Viewpoint
Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr 106
Cases
Sullivan s Auto World 122
Euro Disney: An American in Paris 127
Metropol Base Fort Security Group 141
Singapore Airlines 150
Part II: Strategic Issues in Services Marketing 163
Chapter 4: Positioning a Service in the Marketplace 163
Chapter 5: Targeting Customers and Building Relationships 184
Chapter 6: Managing Demand 204
Readings
Pick a Card: Visa, American Express and MasterCard Vie in Overseas Strategies
Steven Lipin, Brian Coleman, Jeremy Mark 224
Measuring Marketing Success David H. Maister 228
Service Positioning Through Structural Change G. Lynn Shostack 232
Loyalty Based Management Frederick F. Reichheld 245
Cases
Boston Center for Adult Education 254
Federal Express: Business Logistics Services 268
BT: Telephone Account Management 281
Marriott s Rancho Las Palmas Resort 293
v
Part III: Tools for Service Marketers 311
Chapter 7: Creating and Delivering Services 311
* Chapter 8: Adding Value to Core Products with Supplementary Services 337
y Chapter 9: Understanding Costs and Developing Pricing Strategies 361
Chapter 10: Communicating and Promoting Services 376
Readings
The Power of Branding Torin Douglas 398
Making Money on the Web Kate Maddox, Mitch Wagner, Clinton Wilder 402
Advertising Strategies for Service Firms Donna Legg, Julie Baker 409
Why Cross Selling Hasn t Worked DavidH. Maister 418
Database Marketing: A Potent New Tool for Selling Jonathan Berry,
John Verity, Kathleen F. Kerwin, Gail DeGeorge 422
Cases
Vancouver Public Aquarium 431
Fare Combat 442
Crosse Whitewall: Cross selling Professional Services 446
Menton Bank 451
Part IV: Challenges for Senior Management 460
Chapter 11: Enhancing Value by Improving Quality and Productivity 460
Chapter 12: Developing and Managing the Customer Service Function 490
Chapter 13: Organizing and Implementing the Marketing Effort 508
Chapter 14: Globalizing Services Marketing 534
Readings
Service Quality From the Customers Perspective Susan J. Devlin, H. K. Dong 562
The Horizontal Corporation: It s About Managing Across, Not Up and Down
John A. Byrne 573
Putting the Service Profit Chain to Work James L. Heskett, Thomas O. Jones,
Gary W. Loveman, W. Earl Sasser, Jr., Leonard A. Schlesinger 582
McDonald s Conquers the World Andrew E. Serwer 594
Cases
The Toronto Dominion Bank: Customer Service Index 602
Shouldice Hospital Limited 614
Peters Champlain 628
Air BP: Aviation Service Centers 633
Appendix: Studying and Learning From Cases 645
Selected Bibliography 649
Index 651
vi
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| discipline | Wirtschaftswissenschaften |
| edition | 3. ed. |
| format | Book |
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| illustrated | Illustrated |
| indexdate | 2024-07-09T18:14:56Z |
| institution | BVB |
| isbn | 0134558413 0134613775 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-007918806 |
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| physical | XII, 660 S. Ill., graph. Darst. |
| publishDate | 1996 |
| publishDateSearch | 1996 |
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| publisher | Prentice Hall |
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| spelling | Services marketing Christopher H. Lovelock 3. ed. Upper Saddle River, NJ Prentice Hall 1996 XII, 660 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Diensten gtt Marketing gtt Marketing larpcal Professions Marketing Service industries Marketing Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Marketing (DE-588)4037589-4 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Marketing (DE-588)4037589-4 s Dienstleistungssektor (DE-588)4012183-5 s DE-604 Dienstleistung (DE-588)4012178-1 s DE-188 Dienstleistungsbetrieb (DE-588)4012181-1 s 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=007918806&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Services marketing Diensten gtt Marketing gtt Marketing larpcal Professions Marketing Service industries Marketing Dienstleistungssektor (DE-588)4012183-5 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Marketing (DE-588)4037589-4 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4012183-5 (DE-588)4012181-1 (DE-588)4037589-4 (DE-588)4012178-1 |
| 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 | Diensten gtt Marketing gtt Marketing larpcal Professions Marketing Service industries Marketing Dienstleistungssektor (DE-588)4012183-5 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Marketing (DE-588)4037589-4 gnd Dienstleistung (DE-588)4012178-1 gnd |
| topic_facet | Diensten Marketing Professions Marketing Service industries Marketing Dienstleistungssektor Dienstleistungsbetrieb Dienstleistung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007918806&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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