Services marketing: people, technology, strategy
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Upper Saddle River, NJ
Prentice Hall
2001
|
| Ausgabe: | 4. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVIII, 717 S. Ill., graph. Darst. |
| ISBN: | 0130173924 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804128174759477248 |
|---|---|
| adam_text | Titel: Services marketing
Autor: Lovelock, Christopher H
Jahr: 2001
Preface x
Contributors of the Readings and Cases xvii
Part I Understanding Services 1
1 Distinctive Aspects of Service Management 1
Services in the Modern Economy 2
Marketing Services versus Physical Goods 8
An Integrated Approach to Service Management 15
The Evolving Environment of Services 20
Conclusion 29
2 Customer Involvement in Service Processes 32
How Do Services Differ from One Another? 33
Service As a Process 37
Different Processes Pose Distinctive Management Challenges 44
Conclusion 50
3 Managing Service Encounters 54
Customers and the Service Operation 55
Service As a System 59
Managing Service Encounters for Satisfactory Outcomes 67
The Problem of Customer Misbehavior 72
The Customer as Coproducer 77
Conclusion 80
Readings Service Theater: An Analytical Framework for Services Marketing 83
Critical Service Encounters: The Employee s Viewpoint 93
Part II Focus on Customers and Managing Relationships 109
4 Customer Behavior in Service Settings 109
The Nature of Service Consumption 110
Understanding Customer Needs and Expectations 112
How Customers Evaluate Service Performances 116
• CONTENTS
19
Strategie Responses to the Intangibility of Service Performances
The Purchase Process for Services •2 3
Evaluating the Service Offering -6
Understanding Customer Behavior at Different Points
in the Service Experience -9
Conclusion - **
5 Targeting Customers, Managing Relationships,
and Building Loyalty I37
Segmentation Strategies for Effective Capacity Utilization 140
Selecting the Appropriate Customer Portfolio 143
Creating and Maintaining Valued Relationships 146
The Search for Customer Loyalty 151
Conclusion 160
6 Complaint Handling and Service Recovery 163
Consumer Complaining Behavior 164
Impact of Service Recovery Efforts on Customer Loyalty 170
Service Guarantees 173
Conclusion 180
Reading Listening to the Customer: The Concept of a
Service-Quality Information System 182
Part III Creating Value in a Competitive Market 195
7 Positioning a Service in the Marketplace 195
The Search for Competitive Advantage 196
Creating a Competitive Position 200
Steps in Developing a Positioning Strategy 204
Developing Positioning Maps 206
Conclusion 213
8 Creating the Service Product and Adding Value 216
Planning and Creating Services 217
Understanding the Service Offering 220
Service Blueprinting 22 ^
Identifying and Classifying Supplementary Services 232
Planning and Branding Service Products 241
New Service Development 245
Conclusion 253
9 Pricing Strategies for Services 256
Paying for Service: The Customer s Perspective 257
The Context of Service Pricing 259
Establishing Monetary Pricing Objectives 262
Foundations of Pricing Strategy 265
Pricing and Demand 2-
Putting Service Pricing Strategy into Practice 277
Conclusion
zo3
CONTENTS • vii
10 Customer Education and Service Promotion 285
The Role of Marketing Communication 286
Services versus Goods: Implications for Communication Strategy 288
Setting Communication Objectives 294
The Marketing Communications Mix 295
Implications of the Internet for Marketing Communication 307
Conclusion 311
Readings Service Positioning Through Structural Change 314
The Strategie Levers of Yield Management 325
Part IV Planning and Managing Service Delivery 337
11 Creating Delivery Systems in Place,
Cyberspace, and Time 337
Alternative Scenarios for Service Delivery 338
Selecting the Type of Contact: Options for Service Delivery 341
Place and Time Decisions 344
The Physical Evidence of the Servicescape 352
The Role of Intermediaries 356
Conclusion 358
12 Enhancing Value by Improving Quality and Productivity 360
Integrating Productivity and Quality Strategies 361
Definition and Measurement 363
Identifying and Correcting Service Quality Shortfalls 369
Problem Solving and Prevention 376
How Productivity Improvement Impacts Quality and Value 381
Customer-Driven Approaches to Improving Productivity 383
Conclusion 387
13 Balancing Demand and Capacity 390
The Ups and Downs of Demand 391
Measuring and Managing Capacity 394
Understanding the Patterns and Determinants of Demand 397
Strategies for Managing Demand 401
Conclusion 407
14 Managing Customer Waiting Lines and Reservations 410
Waiting to Get Processed 411
The Universality of Waiting 411
Minimizing the Perceived Length of the Wait 417
Calculating Wait Times 421
Reservations 421
Conclusion 427
Readings Content and Measurement of Productivity in the Service Sector:
A Conceptual Analysis with an Illustrative Case from
the Insurance Business 430
Service Markets and the Internet 444
viii • CONTENTS
PartV Issues for Senior Management 455
15 Managing People in Service Organizations 455
Human Resources: An Asset Worthy of Investment 4 .- ¦
Job Design and Recruitment ~^L
Empowerment of Employees 4 / _
Conclusion * (l
16 Organizing for Service Leadership 479
Marketing s Role in the Service Firm -1^()
Changing Relationships between
Marketing, Operations, and Human Resources 483
The Search for Synergy in Service Management 4!S.x
Creating a Leading Service Organization 4 SM
In Search of Service Leadership 499
Conclusion 3 5
17 International and Global Strategies
in Service Management 508
Services in the Global Economy 309
Moving from Domestic to Transnational Marketing 317
Transnational Strategy for Supplementary Services 3 2 4
Elements of Transnational Strategy 52d
Conclusion 332
18 Technology and Service Strategy 535
The Meaning of Technology 5 3(-,
Creating New Ways of Working
The Historical Evolution of IT
Applying Technology to Services 543
Marketing Implications of the Internet 544
Conclusion s^O
Readings Organigraphs: Drawing How Companies Really Work 564
Putting the Service-Profit Chain to Work 574
The Evolution of Services Management in Developing Countries:
Insights from Latin America 585
Cases
339
340
Note on Studying and Learning from Cases 593
Four Customers in Search of Solutions 596
Sullivan s Auto World Ford 597
Euro Disney: An American in Paris 602
BT: Telephone Account Management 615
Museum of Fine Arts, Boston 625
First Direct: Branchless Banking 639
CONTENTS • ix
VerticalNet (www.verticalnet.com) 653
Menton Bank 669
R Cubed 678
Peters Et Champlain 688
Credits 694
Index 695
|
| any_adam_object | 1 |
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| bvnumber | BV013392838 |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.122.L68 2001 |
| callnumber-search | HF5415.122.L68 2001 |
| callnumber-sort | HF 45415.122 L68 42001 |
| callnumber-subject | HF - Commerce |
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| dewey-full | 658.821 658.8 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8 21 658.8 |
| dewey-search | 658.8 21 658.8 |
| dewey-sort | 3658.8 221 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 4. ed. |
| format | Book |
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| publisher | Prentice Hall |
| record_format | marc |
| spelling | Services marketing people, technology, strategy Christopher Lovelock 4. ed. Upper Saddle River, NJ Prentice Hall 2001 XVIII, 717 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Dienstensector gtt Klantgerichtheid gtt Marketing gtt Professions libérales - Marketing Services (Industrie) - Marketing Professions -- Marketing Service industries -- Marketing Marktsegmentierung (DE-588)4037644-8 gnd rswk-swf Marketing-Mix (DE-588)4168908-2 gnd rswk-swf Marketing (DE-588)4037589-4 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Markterschließung (DE-588)4114519-7 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf 1\p (DE-588)4123623-3 Lehrbuch gnd-content Marketing (DE-588)4037589-4 s Dienstleistungssektor (DE-588)4012183-5 s DE-604 Dienstleistung (DE-588)4012178-1 s 2\p DE-604 Dienstleistungsbetrieb (DE-588)4012181-1 s 3\p DE-604 Marketing-Mix (DE-588)4168908-2 s 4\p DE-604 Marktsegmentierung (DE-588)4037644-8 s 5\p DE-604 Markterschließung (DE-588)4114519-7 s 6\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=009136303&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 3\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 4\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 5\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 6\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Services marketing people, technology, strategy Dienstensector gtt Klantgerichtheid gtt Marketing gtt Professions libérales - Marketing Services (Industrie) - Marketing Professions -- Marketing Service industries -- Marketing Marktsegmentierung (DE-588)4037644-8 gnd Marketing-Mix (DE-588)4168908-2 gnd Marketing (DE-588)4037589-4 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Markterschließung (DE-588)4114519-7 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4037644-8 (DE-588)4168908-2 (DE-588)4037589-4 (DE-588)4012181-1 (DE-588)4012183-5 (DE-588)4114519-7 (DE-588)4012178-1 (DE-588)4123623-3 |
| title | Services marketing people, technology, strategy |
| title_auth | Services marketing people, technology, strategy |
| title_exact_search | Services marketing people, technology, strategy |
| title_full | Services marketing people, technology, strategy Christopher Lovelock |
| title_fullStr | Services marketing people, technology, strategy Christopher Lovelock |
| title_full_unstemmed | Services marketing people, technology, strategy Christopher Lovelock |
| title_short | Services marketing |
| title_sort | services marketing people technology strategy |
| title_sub | people, technology, strategy |
| topic | Dienstensector gtt Klantgerichtheid gtt Marketing gtt Professions libérales - Marketing Services (Industrie) - Marketing Professions -- Marketing Service industries -- Marketing Marktsegmentierung (DE-588)4037644-8 gnd Marketing-Mix (DE-588)4168908-2 gnd Marketing (DE-588)4037589-4 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Markterschließung (DE-588)4114519-7 gnd Dienstleistung (DE-588)4012178-1 gnd |
| topic_facet | Dienstensector Klantgerichtheid Marketing Professions libérales - Marketing Services (Industrie) - Marketing Professions -- Marketing Service industries -- Marketing Marktsegmentierung Marketing-Mix Dienstleistungsbetrieb Dienstleistungssektor Markterschließung Dienstleistung Lehrbuch |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009136303&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT lovelockchristopherh servicesmarketingpeopletechnologystrategy |