Services marketing: people, technology, strategy
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boston [u.a.]
Pearson Ed.
2011
|
| Ausgabe: | 7. ed., global ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Hier auch später erschienene, unveränderte Nachdrucke |
| Beschreibung: | 648 S. Ill. |
| ISBN: | 9780273756064 0273756060 |
Internformat
MARC
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| 245 | 1 | 0 | |a Services marketing |b people, technology, strategy |c Christopher Lovelock ; Jochen Wirtz |
| 250 | |a 7. ed., global ed. | ||
| 264 | 1 | |a Boston [u.a.] |b Pearson Ed. |c 2011 | |
| 300 | |a 648 S. |b Ill. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
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Datensatz im Suchindex
| _version_ | 1804149503474794496 |
|---|---|
| adam_text | CONTENTS
Preface
17
Part I Understanding Service Products, Consumers,
and Markets
24
Chapter
1
New Perspectives on Marketing in the Service
Economy
26
Why Study Services?
27
What Are the Principal Industries of the Service Sector?
30
Powerful Forces Are Transforming Service Markets
32
What Are Services?
32
Four Broad Categories of Services
—
A Process Perspective
40
Services Pose Distinct Marketing Challenges
43
The Traditional Marketing Mix Applied to Services
44
The Extended Services Marketing Mix for Managing the Customer
Interface
47
Marketing Must Be Integrated with Other Management
Functions
49
A Framework for Developing Effective Service Marketing
Strategies
50
Chapter
2
Consumer Behavior in a Services Context
57
The Three-Stage Model of Service Consumption
58
Prepurchase Stage
59
Service Encounter Stage
67
Postencounter Stage
74
Chapter
3
Positioning Services in Competitive
Markets
81
What Is Required for Positioning Services Effectively?
83
Achieve Competitive Advantage Through Focus
83
Market Segmentation Forms the Basis for Focused
Strategies
86
Service Attributes and Levels
88
Positioning Distinguishes a Brand from Its Competitors
90
Developing an Effective Positioning Strategy
90
Using Positioning Maps to Plot Competitive Strategy
94
Changing Competitive Positioning
98
Part II Applying the
4
Ps of Marketing to
Services
102
Chapter
4
Developing Service Products: Core and
Supplementary Elements
104
Planning and Creating Service Products
105
The Flower of Services
108
Branding Service Products and Experiences
117
New Service Development
122
Chapter
5
Distributing Services Through Physical and
Electronic Channels
131
Distribution in a Services Context
132
Distribution Options for Servicing Customers: Determining
the Type of Contact
133
Place and Time Decisions
137
Delivering Services in Cyberspace
139
The Role of Intermediaries
143
The Challenge of Distribution in Large Domestic Markets
145
Distributing Services Internationally
146
Chapter
6
Setting Prices and Implementing Revenue
Management
157
Effective Pricing Is Central to Financial Success
158
Pricing Strategy Stands on Three Foundations
160
Revenue Management: What It Is and How It Works
167
Ethical Concerns in Service Pricing
171
Putting Service Pricing into Practice
177
Chapter
7
Promoting Services and Educating Customers
185
The Role of Marketing Communications
186
Challenges of Services Communications
190
Marketing Communications Planning
191
The Marketing Communications Mix
195
The Role of Corporate Design
209
Integrating Marketing Communications
211
Part III Managing the Customer Interface
216
Chapter
8
Designing and Managing Service Processes
218
Flowcharting Customer Service Processes
219
Blueprinting Services to Create Valued Experiences and Productive
Operations
222
Service Process Redesign
233
The Customer as Co-Producer
236
Self-Service Technologies
240
Chapter
9
Balancing Demand and Productive Capacity
249
Fluctuations in Demand Threaten Profitability
250
Managing Capacity
253
Analyze Patterns of Demand
254
Managing Demand
256
Inventory Demand Through Waiting Lines and Queuing Systems
260
Customer Perceptions of Waiting Time
265
Inventory Demand Through Reservations Systems
267
Chapter
10
Crafting the Service Environment
275
What Is the Purpose of Service Environments?
276
The Theory Behind Consumer Responses to Service
Environments
280
Dimensions of the Service Environment
284
Putting It All Together
291
Chapter
11
Managing People for Service Advantage
300
Service Employees Are Crucially Important
302
Frontline Work Is Difficult and Stressful
304
Cycles of Failure, Mediocrity, and Success
307
Human Resources Management
—
How to Get It Right
312
Service Leadership and Culture
325
Part IV Implementing Profitable Service
Strategies
334
Chapter
12
Managing Relationships and Building
Loyalty
336
The Search for Customer Loyalty
338
Understanding the Customer-Firm Relationship
342
The Wheel of Loyalty
345
Building a Foundation for Loyalty
346
Strategies for Developing Loyalty Bonds with Customers
353
Strategies for Reducing Customer Defections
358
CRM: Customer Relationship Management
361
Chapter
13
Complaint Handling and Service Recovery
371
Customer Complaining Behavior
372
Customer Responses to Effective Service Recovery
376
Principles of Effective Service Recovery Systems
377
Service Guarantees
381
Discouraging Abuse and Opportunistic Customer Behavior
387
Chapter
14
Improving Service Quality and Productivity
401
Integrating Service Quality and Productivity Strategies
403
What Is Service Quality?
405
Identifying and Correcting Service Quality Problems
406
Measuring and Improving Service Quality
408
Learning from Customer Feedback
409
Hard Measures of Service Quality
416
Tools to Analyze and Address Service Quality Problems
418
Defining and Measuring Productivity
422
Improving Service Productivity
423
Chapter
15
Striving for Service Leadership
438
The Service-Profit Chain
439
Integrating Marketing, Operations, and Human Resources
441
Creating a Leading Service Organization
444
In Search of Human Leadership
449
Cases
Case
1
Sullivan Ford Auto World
462
Case
2
Four Customers in Search of Solutions
468
Case
3
Dr. Beckett s Dental Office
470
Case
4
Banyan Tree Hotels
&
Resorts
475
Case
5
Giordano: Positioning for International Expansion
485
Case
б
Distribution at American Airlines
497
Case
7
The Accra Beach Hotel: Block Booking of Capacity During
a Peak Period
506
Case
8
Revenue Management of Gondolas: Maintaining the
Balance Between Tradition and Revenue
512
Case
9
Aussie Pooch Mobile
516
Case
10
Shouldice Hospital Limited (Abridged)
529
Case
11
Red Lobster
541
Case
12
Menton
Bank
543
Case
13
Dr. Mahalee Goes to London: Global Client
Management
553
Case
14
Hilton HHonors Worldwide: Loyalty Wars
555
Case
15
Massachusetts Audubon Society
569
Case
16
TLContact: CarePages Service (A)
586
Case
17
The Accellion Service Guarantee
599
Case
18
Starbucks: Delivering Customer Service
602
|
| any_adam_object | 1 |
| author | Lovelock, Christopher H. 1940-2008 Wirtz, Jochen |
| author_GND | (DE-588)133426262 (DE-588)14257144X |
| author_facet | Lovelock, Christopher H. 1940-2008 Wirtz, Jochen |
| author_role | aut aut |
| author_sort | Lovelock, Christopher H. 1940-2008 |
| author_variant | c h l ch chl j w jw |
| building | Verbundindex |
| bvnumber | BV040445202 |
| classification_rvk | QR 560 |
| ctrlnum | (OCoLC)699973390 (DE-599)BVBBV040445202 |
| dewey-full | 658.8 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8 |
| dewey-search | 658.8 |
| dewey-sort | 3658.8 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 7. ed., global ed. |
| format | Book |
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| publisher | Pearson Ed. |
| record_format | marc |
| spelling | Lovelock, Christopher H. 1940-2008 Verfasser (DE-588)133426262 aut Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz 7. ed., global ed. Boston [u.a.] Pearson Ed. 2011 648 S. Ill. txt rdacontent n rdamedia nc rdacarrier Hier auch später erschienene, unveränderte Nachdrucke Marketing (DE-588)4037589-4 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Markterschließung (DE-588)4114519-7 gnd rswk-swf Marketing-Mix (DE-588)4168908-2 gnd rswk-swf Marktsegmentierung (DE-588)4037644-8 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 Wirtz, Jochen Verfasser (DE-588)14257144X aut Digitalisierung UB Passau application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025292955&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 | Lovelock, Christopher H. 1940-2008 Wirtz, Jochen Services marketing people, technology, strategy Marketing (DE-588)4037589-4 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Dienstleistung (DE-588)4012178-1 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Markterschließung (DE-588)4114519-7 gnd Marketing-Mix (DE-588)4168908-2 gnd Marktsegmentierung (DE-588)4037644-8 gnd |
| subject_GND | (DE-588)4037589-4 (DE-588)4012183-5 (DE-588)4012178-1 (DE-588)4012181-1 (DE-588)4114519-7 (DE-588)4168908-2 (DE-588)4037644-8 (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 ; Jochen Wirtz |
| title_fullStr | Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz |
| title_full_unstemmed | Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz |
| title_short | Services marketing |
| title_sort | services marketing people technology strategy |
| title_sub | people, technology, strategy |
| topic | Marketing (DE-588)4037589-4 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Dienstleistung (DE-588)4012178-1 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Markterschließung (DE-588)4114519-7 gnd Marketing-Mix (DE-588)4168908-2 gnd Marktsegmentierung (DE-588)4037644-8 gnd |
| topic_facet | Marketing Dienstleistungssektor Dienstleistung Dienstleistungsbetrieb Markterschließung Marketing-Mix Marktsegmentierung Lehrbuch |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025292955&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT lovelockchristopherh servicesmarketingpeopletechnologystrategy AT wirtzjochen servicesmarketingpeopletechnologystrategy |