| Description |
xviii, 717 pages : illustrations, 1 portrait ; 24 cm |
| Contents |
Pt. I. Understanding Services. 1. Distinctive Aspects of Service Management. 2. Customer Involvement in Service Processes. 3. Managing Service Encounters -- Pt. II. Focus on Customers and Managing Relationships. 4. Customer Behavior in Service Settings. 5. Targeting Customers, Managing Relationships, and Building Loyalty. 6. Compliant Handling and Service Recovery -- Pt. III. Creating Value in a Competitive Market. 7. Positioning a Service in the Marketplace. 8. Creating the Service Product and Adding Value. 9. Pricing Strategies for Services. 10. Customer Education and Service Promotion -- Pt. IV. Planning and Managing Service Delivery. 11. Creating Delivery Systems in Place, Cyberspace, and Time. 12. Enhancing Value by Improving Quality and Productivity. 13. Balancing Demand and Capacity. 14. Managing Customer Waiting Lines and Reservations -- Pt. V. Issues for Senior Management. 15. Managing People in Service Organizations. 16. Organizing for Service Leadership. 17. International and Global Strategies in Service Management. 18. Technology and Service Strategy |
| Notes |
Previous ed.: 1996 |
| Bibliography |
Includes bibliographical references and index |
| Subject |
Professions -- Marketing.
|
|
Service industries -- Marketing.
|
| LC no. |
00035959 |
| ISBN |
0130173924 |
|
0130289094 (paperback) |
|
