Title Services marketing : an Asia-Pacific and Australian perspective / Christopher H. Lovelock, Paul G. Patterson, Jochen Wirtz

Edition Fifth edition Published Frenchs Forest, N.S.W. : Pearson, [2011] Frenchs Forest, N.S.W. : Pearson Australia, [2011] ©2011 ©2011

Copies

Location	Call no.	Vol.	Availability
MELB	658.800994 Lov/Sma 2011		AVAILABLE
W'BOOL	658.800994 Lov/Sma 2011		AVAILABLE
W'BOOL	658.800994 Lov/Sma 2011		AVAILABLE
WATERFT BUSINESS	658.800994 Lov/Sma 2011		AVAILABLE
WATERFT BUSINESS	658.800994 Lov/Sma 2011		AVAILABLE
WATERFT BUSINESS	658.800994 Lov/Sma 2011		AVAILABLE
WATERFT BUSINESS	658.800994 Lov/Sma 2011		AVAILABLE

Description xx, 564 pages : illustrations (chiefly colour) ; 26 cm Contents Pt. 1. Understanding the nature of service products and markets. 1. New perspectives on marketing in the service economy -- 2. Customer behaviour, culture and and service encounters -- Pt. 2. Building the service model and creating customer value. 3. Positioning services in competitive markets -- 4. Developing service products: core and supplementary service elements -- 5. Distributing services through physical and electronic channels -- 6. Understaning costs and developing pricing strategy -- 7. Balancing productive capacity and demand -- 8. Integrated services marketing communications -- 9. Managing the customer service function -- 10. Crafting the service environment -- Pt. 3. Challenges for senior management. 11. Customer satisfaction and service quality -- 12. Managing customer relationships -- 13. Handling customer complaints and managing service recovery -- 14. Managing people for service advantage -- Pt. 4. Cases Summary Summary: Combination text/reader/casebook explores the concepts and techniques of Services Marketing, and combines conceptual rigour with real world examples and practical applications. Patterson, University of NSW, Australia Analysis Sales & marketing (Australia) Notes Authorised adaptation from the US edition Services Marketing 6th edition, c2007 Bibliography Includes bibliographical references and index Subject Customer services -- Australia -- Marketing. Customer services -- New Zealand -- Marketing. Professions -- Marketing. Service industries -- Marketing. Service industries -- Australia -- Marketing. Customer services -- Pacific Area -- Marketing. Service industries -- New Zealand -- Marketing. Service industries -- Pacific Area -- Marketing. Author Patterson, Paul, author Wirtz, Jochen, author ISBN 9781442517011 (paperback)

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