000			01569nam a2200181Ia 4500
999			_c6043 _d6043
003			OSt
005			20190927113640.0
008			140801s1996 xx 000 0 und d
020			_a9789332587687
082			_a658.8 LOV-S
100			_aChristopher, Lovelock
245			_aServices Marketing
260			_bPearson _c1996 _aNew Delhi
500			_aPart I: Understanding Service Products, Consumers, And Markets 1. Creating Value in the Service Economy 2. Understanding Service Consumers 3. Positioning Services in Competitive Markets Part II: Applying the 4 Ps of Marketing to Services 4. Developing Service Products and Brands 5. Distributing Services Through Physical and Electronic Channels 6. Service Pricing and Revenue Management 7. Service Marketing Communications Part III: Managing the Customer Interface 8. Designing Service Processes 9. Balancing Demand and Capacity 10. Crafting the Service Environment 11. Managing People for Service Advantage Part IV: Developing Customer Relationships 12. Managing Relationships and Building Loyalty 13. Complaint Handling and Service Recovery Part V: Striving for Service Excellence 14. Improving Service Quality and Productivity 15. Building a World-Class Service Organization Part VI: Case Studies
650			_aManagement
856			_uhttps://books.google.co.in/books?id=ZstNLUmqWAsC&printsec=frontcover&dq=services+marketing+by++Valarie+lovelock&hl=en&sa=X&ved=0ahUKEwj22t3Po_DkAhVBu48KHZN8DgEQ6AEIQzAE#v=onepage&q=services%20marketing%20by%20%20Valarie%20lovelock&f=false
942			_2ddc _cBK