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| ◇ Principles of Service Marketing and Management ◇ |
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| 類別 |
Marketing |
| 定價 |
790 元
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年份 |
1999 |
| 書碼 |
R192 |
ISBN |
013676875X |
| 作者 |
Lovelock |
譯者 |
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| 版次 |
第1版 |
裝訂 |
精裝 |
| 優惠價 |
711 元
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| 教學配件 |
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1.Powerpoint 2.Instructor Manual
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PART 1 UNDERSTANDING SERVICES
Chapter 1 Why study services
Chapter 2 Understanding service processes
Chapter 3 Customer contact with service organizations
Chapter 4 Service from the customers viewpoint
PART 2 CREATING VALUE THROUGH SERVICE
Chapter 5 Productivity and quality: two sides of the same coin
Chapter 6 Managing relationships and building customer loyalty
Chapter 7 Complaint handling and service recovery
PART 3 SERVICE MARKETING STRATEGY
Chapter 8 Service positioning and design
Chapter 9 Adding value with supplementary product elements
Chapter 10 Designing service delivery systems
Chapter 11 Price and other costs of service
Chapter 12 Customer education and service promotion
PART 4 INTEGRATING MARKETING WITH OPERATIONS AND HUMAN RESOURCE MANAGEMENT
Chapter 13 Tools for service marketers
Chapter 14 Balancing demand and capacity
Chapter 15 Managing waiting lines and reservations
Chapter 16 Service employees: form recruitment to retention |
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Christopher Lovelock
Lovelock Associates
Lauren Wright
California State University, Chico |
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| 作者 Lovelock |
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