SERVICES MARKETING 4/E:
People, Technology, Strategy
TABLE OF CONTENTS
Preface
About the Author and Contributors
PART I: UNDERSTANDING SERVICES
1.
DISTINCTIVE ASPECTS OF SERVICE MANAGEMENT
2. CUSTOMER
INVOLVEMENT IN SERVICE PROCESSES
3. MANAGING
SERVICE ENCOUNTERS
Readings
· Stephen Grove and Raymond Fisk, “Service Theater: An
Analytical Framework for Services Marketing” (Specially commissioned for this book)
· Mary Jo Bitner, Bernard
Booms, and Lois Mohr, “Critical Service Encounters: The Employee’s Viewpoint”
Journal of Marketing, 1994
PART II: FOCUS ON CUSTOMERS AND
MANAGING RELATIONSHIPS
5.
TARGETING CUSTOMERS, MANAGING
RELATIONSHIPS, AND BUILDING LOYALTY
6.
COMPLAINT HANDLING AND SERVICE RECOVERY
Reading
· Leonard Berry and A.
Parasuraman, “Listening to the Customer: The Concept of a Service Quality
Information System” Sloan Management Review, 1997.
Part 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
Readings
· Lynn Shostack, “Service
Positioning through Structural Change” Journal of Marketing 1987
· Sheryl Kimes and Richard Chase, “The Strategic Levers
of Yield Management” Journal of Service Research, 1998.
Part IV: PLANNING AND MANAGING SERVICE
DELIVERY
11.
CREATING DELIVERY
SYSTEMS IN PLACE, CYBERSPACE, AND TIME
12.
ENHANCING VALUE BY IMPROVING PRODUCTIVITY AND QUALITY
13.
BALANCING DEMAND AND CAPACITY
14. MANAGING
CUSTOMER WAITING LINES AND RESERVATIONS
Readings
· Ismo Vuorinen, Raija Jarvinen,
and Uolevi Lehtinen, “Content and Measurement of Productivity in the Service
Sector” International. Journal of
Service Industry Management,1998
· John Deighton, “Service
Markets and the Internet” (specially commissioned for this book)
Part 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
Readings
·
Henry Mintzberg and Ludo Van der Heyden, “Organigraphs: Drawing How
Companies Really Work” Harvard Business Review, 1999
§
James Heskett et al, “Putting the Service Profit Chain to Work, Harvard
Business Review, 1994
·
Javier Reynoso, “The Evolution of Services Management in Developing
Countries: Insights from Latin America” (specially
commissioned)
CASES
Note
on Studying and Learning from Cases
Lovelock, "Four
Customers in Search of Solutions"
Lovelock, “Sullivan’s Auto
World Ford” (updated)
Lovelock and Morgan, “Euro
Disney: An American in Paris” (revised)
Lovelock
and Bless, “BT: Telephone Account Management”
Lovelock, “Museum of Fine Arts, Boston” (new)
Larréché, Lovelock, and
Parmenter, “First Direct: Branchless Banking” (new)
Narayandas, VerticalNet
(www.verticalnet.com) (new)
Lovelock,
“Menton Bank” (updated)
Lovelock and Price, “R
Cubed” (new)
Lovelock, “Peters &
Champlain”
Index
This page maintained by Tim Lovelock webmaster@lovelock.com
Last Updated 2002-01-02
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plus, consulting, public and nonprofit marketing, Mercadotecnia de Servicios,
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