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Services Marketing: People, Technology, Strategy (7th Edition)

Services Marketing: People, Technology, Strategy (7th Edition)
Author: Christopher H Lovelock - Jochen Wirtz
ISBN 13: 9780136107217
ISBN 10: 136107214
Edition: 7
Publisher: Prentice Hall
Publication Date: 2010-01-29
Format: Paperback
Pages: 648
List Price: $261.27

Services Marketing guides readers into the consumer and competitive environments of services marketing through its strategic marketing framework.

New Perspectives on Marketing in the Service Economy; Consumer Behavior in a Services Context; Positioning Services in Competitive Markets; Developing Service Products: Core and Supplementary Elements; Distributing Services through Physical and Electronic Channels; Setting Prices and Implementing Revenue Management; Promoting Services and Educating Customers; Designing and Managing Service Processes; Balancing Demand and Productive Capacity; Crafting the Service Environment; Managing People for Service Advantage; Managing Relationships and Building Loyalty; Complaint Handling and Service Recovery; Improving Service Quality and Productivity; Striving for Service Leadership

MARKET: For professionals with a career in marketing, service-oriented industries, corporate communication, advertising, and/or public relations.


A text for use in MBA and executive MBA courses, designed to complement material found in traditional marketing principles texts. Offers a strong managerial orientation and strategic focus in an integrated approach to studying services that places marketing issues within a broader general management context. This fourth edition contains four new chapters, seven new readings, five new cases, and more coverage of consumer behavior, people management, and Internet- based services. Lovelock gives seminars and workshops. He was on the faculty of Harvard Business School for 11 years. Annotation c. Book News, Inc., Portland, OR (booknews.com)