PRINCIPLES OF SERVICE MARKETING AND MANAGEMENT

by Christopher Lovelock and Lauren Wright

CONTENTS

Preface

About the Authors

PART I: Understanding Services

1. Why Study Services?

2. Understanding Service Processes

3. Customer Contact With Service Organizations

4. Service From The Customer's Viewpoint

Part II: Creating Value Through Service

5. Productivity and Quality: Two Sides of The Same Coin

6. Managing Relationships and Building Customer Loyalty

7. Complaint Handling and Service Recovery

Part III: Service Marketing Strategy

8. Service Positioning and Design

9. Adding Value With Supplementary Product Elements

10. Designing Service Delivery Systems

11. Price and Other Costs of Service

12. Customer Education and Service Promotion

Part IV: Integrating Marketing With Operations and Human Resource Strategy

13. Tools for Service Marketers

14. Balancing Capacity and Demand

15. Managing Waiting Lines and Reservations

16. Service Employees: from Recruitment to Retention

Cases

Vick's Pizza Corporation
Arrow Management
Hampton Inn: The 100% Satisfaction Guarantee
Four Subscribers in Search of Solutions
Sullivan's Autoworld
Dr Beckett's Dental Office
Royal Winnipeg Ballet
Mr Mahaleel Goes to London
Red Lobster 
Turbulent Skies
Menton Bank
Museum of Fine Arts, Boston

Endnotes

Glossary of Definitions

Index

This page maintained by Tim Lovelock webmaster@lovelock.com
Last Updated 00-03-16

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