000			02806nam a2200181Ia 4500
999			_c7851 _d7851
003			OSt
005			20190927114414.0
008			140801s2008 xx 000 0 und d
020			_a9789332587687
082			_a658.8 LOV-S
100			_a Lovelock, Christopher
245			_aServices Marketing
260			_bPearson _c2008 _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 Salient Features a) The nature of the modern service economy, B2B services, outsourcing and offshoring are covered in Chapter 1. The Service-Profit Chain, featured in Chapter 15 in the previous editions, has been moved here to serve as a guiding framework for the book. b) Chapter 7 is now tightly organized around the 5 Ws model, a new section on the services marketing communications funnel has been added, and the coverage of new media (including social media, mobile apps, and QR codes) is significantly expanded. c) Chapter 8 has a new section on emotionprints, and covers service blueprinting in more detail. d) Chapter 11 has new sections on a service-oriented culture, how to build a climate for service, effective leadership in service organization, and leadership styles. e) This book presents a global perspective, with examples carefully selected from America, Europe, and Asia; for example, insurers eyeing an untapped Indian customer base after demonetization, Instagram adding 100m users in four months, Ola criticizing Uber over 'predatory pricing' in India, mobile upstarts (like Reliance Jio) innovating faster than oligopolies, reasons for the growth of flower subscription services, etc.
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 _01