000			01184nam a2200121Ia 4500
999			_c1113 _d1113
020			_a978-8131759394
100			_aLOVELOCK, CHRISTOPHER
245		0	_aSERVICES MARKETING PEOPLE TECHNOLOGY STRATEGY
250			_a3
260			_bPEARSON
650			_aUNDERSTANDING SERVICE MARKETS, PRODUCTS, AND CUSTOMERS, New Perspectives on Marketing in the Service Economy, Customer Behavior in Service Encounters, BUILDING THE SERVICE MODEL, Developing Service Concepts: Core and Supplementary Elements, Distributing Services Through Physical and Electronic Channels, Exploring Business Models: Pricing and Revenue Management, Educating Customers and Promoting the Value Proposition, Positioning Services in Competitive Markets, MANAGING THE CUSTOMER INTERFACE , Designing and Managing Service Processes , Balancing Demand and Productive Capacity , Crafting the Service Environment , Managing People for Service Advantage , , IMPLEMENTING PROFITABLE SERVICE STRATEGIES , Managing Relationships and Building Loyalty, Achieving Service Recovery and Obtaining Customer Feedback, Improving Service Quality and Productivity, Organizing for Change Management and Service Leadership
942			_cBK