Services marketing people, technology, strategy
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| Format: | Buch |
| Sprache: | English |
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Upper Saddle River, NJ
Pearson,Prentice Hall
2007
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| Ausgabe: | 6. ed, internat. ed. |
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| 245 | 1 | 0 | |a Services marketing |b people, technology, strategy |c Christopher Lovelock ; Jochen Wirtz |
| 250 | |a 6. ed, internat. ed. | ||
| 264 | 1 | |a Upper Saddle River, NJ |b Pearson,Prentice Hall |c 2007 | |
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| 650 | 0 | |a Customer services / Marketing | |
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Datensatz im Suchindex
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| DE-BY-TUM_media_number | 040010084203 040010084190 |
| _version_ | 1816713810748112896 |
| adam_text | SERVICES MARKETING PEOPLE, TECHNOLOGY, STRATEGY S I X T H E D I T I O N
CHRISTOPHER LOVELOCK YALE UNIVERSITY JOCHEN WIRTZ NATIONAL UNIVERSITY OF
SINGAPORE PEARSON PRENTICE HALL PEARSON EDUCATION INTERNATIONAL CONTENTS
ABOUT THE CONTRIBUTORS OF THE READINGS AND CASES VII PREFACE XV PART I:
UNDERSTANDING SERVICE MARKETS, PRODUCTS, AND CUSTOMERS 2 CHAPTER 1 NEW
PERSPECTIVES ON MARKETING IN THE SERVICE ECONOMY 4 WHY STUDY SERVICES? 6
WHAT ARE SERVICES? 12 SERVICES POSE DISTINCTIVE MARKETING CHALLENGES 16
SERVICES REQUIRE AN EXPANDED MARKETING MIX 22 CHAPTER 2 CUSTOMER
BEHAVIOR IN SERVICE ENCOUNTERS 32 DIFFERENCES AMONG SERVICES AFFECT
CUSTOMER BEHAVIOR 33 CUSTOMER DECISION MAKING: THE THREE-STAGE MODEL OF
SERVICE CONSUMPTION 38 THE PREPURCHASE STAGE 40 THE SERVICE ENCOUNTER
STAGE 49 THE POST-ENCOUNTER STAGE 58 READING NICK WINGFIELD, IN A
DIZZYING WORLD, ONE WAY TO KEEP UP: RENTING POSSESSIONS 64 PART II:
BUILDING THE SERVICE MODEL 66 CHAPTER 3 DEVELOPING SERVICE CONCEPTS:
CORE AND SUPPLEMENTARY ELEMENTS 68 PLANNING AND CREATING SERVICES 69 THE
FLOWER OF SERVICE 77 PLANNING AND BRANDING SERVICE PRODUCTS 86
DEVELOPMENT OF NEW SERVICES 89 CHAPTER 4 DISTRIBUTING SERVICES THROUGH
PHYSICAL AND ELECTRONIC CHANNELS 98 DISTRIBUTION IN A SERVICES CONTEXT
99 DETERMINING THE TYPE OF CONTACT: OPTIONS FOR SERVICE DELIVERY 100
PLACE AND TIME DECISIONS 103 DELIVERING SERVICES IN CYBERSPACE 107 THE
ROLE OF INTERMEDIARIES 110 THE CHALLENGE OF DISTRIBUTION IN LARGE
DOMESTIC MARKETS 112 DISTRIBUTING SERVICES INTERNATIONALLY 114 CHAPTER 5
EXPLORING BUSINESS MODELS: PRICING AND REVENUE MANAGEMENT 124 EFFECTIVE
PRICING IS CENTRAL TO FINANCIAL SUCCESS 125 PRICING STRATEGY STANDS ON
THREE LEGS 127 REVENUE MANAGEMENT: WHAT IT IS AND HOW IT WORKS 136 XI
ETHICAL CONCERNS IN SERVICE PRICING 142 PUTTING SERVICE PRICING INTO
PRACTICE 146 CHAPTER 6 EDUCATING CUSTOMERS AND PROMOTING THE VALUE
PROPOSITION 154 THE ROLE OF MARKETING COMMUNICATION 155 COMMUNICATING
SERVICES PRESENTS BOTH CHALLENGES AND OPPORTUNITIES 156 SETTING
COMMUNICATION OBJECTIVES 163 THE MARKETING COMMUNICATIONS MIX 164 THE
ROLE OF CORPORATE DESIGN 175 MARKETING COMMUNICATIONS AND THE INTERNET
176 CHAPTER 7 POSITIONING SERVICES IN COMPETITIVE MARKETS 184 FOCUS
UNDERLIES THE SEARCH FOR COMPETITIVE ADVANTAGE 185 MARKET SEGMENTATION
FORMS THE BASIS FOR FOCUSED STRATEGIES 187 SERVICE ATTRIBUTES AND LEVELS
188 POSITIONING DISTINGUISHES A BRAND FROM ITS COMPETITORS 191 INTERNAL,
MARKET, AND COMPETITOR ANALYSES 196 USING POSITIONING MAPS TO PLOT
COMPETITIVE STRATEGY 199 CHANGING COMPETITIVE POSITIONING 204 READINGS
PROSENJIT DATTA AND GINA S. KRISHNAN, THE HEALTH TRAVELLERS 207 SHERYL
E. KIMES AND RICHARD B. CHASE, THE STRATEGIC LEVERS OF YIELD
MANAGEMENT 211 EMILY THORNTON, FEES! FEES! FEES! 220 JOHN H. ROBERTS,
BEST PRACTICE: DEFENSIVE MARKETING: HOW A STRONG INCUMBENT CAN PROTECT
ITS POSITION 225 PART III: MANAGING THE CUSTOMER INTERFACE 230 CHAPTER
8 DESIGNING AND MANAGING SERVICE PROCESSES 232 BLUEPRINTING SERVICES TO
CREATE VALUED EXPERIENCES AND PRODUCTIVE OPERATIONS 233 SERVICE PROCESS
REDESIGN 242 THE CUSTOMER AS CO-PRODUCER 245 DYSFUNCTIONAL CUSTOMER
BEHAVIOR DISRUPTS SERVICE PROCESSES 250 CHAPTER 9 BALANCING DEMAND AND
PRODUCTIVE CAPACITY 260 FLUCTUATIONS IN DEMAND THREATEN SERVICE
PRODUCTIVITY 261 MANY SERVICE ORGANIZATIONS ARE CAPACITY-CONSTRAINED 262
PATTERNS AND DETERMINANTS OF DEMAND 266 DEMAND LEVELS CAN BE MANAGED 268
INVENTORY DEMAND THROUGH WAITING LINES AND RESERVATIONS 273 MINIMIZE
PERCEPTIONS OF WAITING TIME 279 CREATE AN EFFECTIVE RESERVATIONS SYSTEM
281 CHAPTER 10 CRAFTING THE SERVICE ENVIRONMENT 288 WHAT IS THE PURPOSE
OF SERVICE ENVIRONMENTS? 289 UNDERSTANDING CONSUMER RESPONSES TO SERVICE
ENVIRONMENTS 291 DIMENSIONS OF THE SERVICE ENVIRONMENT 295 PUTTING IT
ALL TOGETHER 304 XII CONTENTS CHAPTER 11 MANAGING PEOPLE FOR SERVICE
ADVANTAGE 310 SERVICE EMPLOYEES ARE CRUCIALLY IMPORTANT 311 FRONT-LINE
WORK IS DIFFICULT AND STRESSFUL 313 CYCLES OF FAILURE, MEDIOCRITY, AND
SUCCESS 316 HUMAN RESOURCES MANAGEMENT*HOW TO GET IT RIGHT 321 SERVICE
LEADERSHIP AND CULTURE 335 READINGS LOIZOS HERACLEOUS, JOCHEN WIRTZ, AND
ROBERT JOHNSTON, KUNG-FU SERVICE DEVELOPMENT AT SINGAPORE AIRLINES 342
KEITH A. GILSON AND DEEPAK K. KHANDELWAL, GETTING MORE FROM CALL
CENTERS: USED PROPERLY, THEY CAN BE STRATEGIC ASSETS 346 STEPHAN H.
HAECKEL, LEWIS P. CARBONE, AND LEONARD L. BERRY, HOW TO LEAD THE
CUSTOMER EXPERIENCE 352 PART IV: IMPLEMENTING PROFITABLE SERVICE
STRATEGIES 356 CHAPTER 12 MANAGING RELATIONSHIPS AND BUILDING LOYALTY
358 THE SEARCH FOR CUSTOMER LOYALTY 359 UNDERSTANDING THE CUSTOMER-FIRM
RELATIONSHIP 363 THE WHEEL OF LOYALTY 365 BUILDING A FOUNDATION FOR
LOYALTY 366 CREATING LOYALTY BONDS 373 STRATEGIES FOR REDUCING CUSTOMER
DEFECTIONS 379 CRM: CUSTOMER RELATIONSHIP MANAGEMENT 381 CHAPTER 13
ACHIEVING SERVICE RECOVERY AND OBTAINING CUSTOMER FEEDBACK 390 CUSTOMER
COMPLAINING BEHAVIOR 391 CUSTOMER RESPONSES TO EFFECTIVE SERVICE
RECOVERY 394 PRINCIPLES OF EFFECTIVE SERVICE RECOVERY SYSTEMS 397
SERVICE GUARANTEES 400 DISCOURAGING ABUSE AND OPPORTUNISTIC BEHAVIOR 405
LEARNING FROM CUSTOMER FEEDBACK 406 CHAPTER 14 IMPROVING SERVICE QUALITY
AND PRODUCTIVITY 416 INTEGRATING SERVICE QUALITY AND PRODUCTIVITY
STRATEGIES 417 WHAT IS SERVICE QUALITY? 418 THE GAPS MODEL*A CONCEPTUAL
TOOL TO IDENTIFY AND CORRECT SERVICE QUALITY PROBLEMS 424 MEASURING AND
IMPROVING SERVICE QUALITY 425 DEFINING AND MEASURING PRODUCTIVITY 433
IMPROVING SERVICE PRODUCTIVITY 435 APPENDIX 442 CHAPTER 15 ORGANIZING
FOR CHANGE MANAGEMENT AND SERVICE LEADERSHIP 446 EFFECTIVE MARKETING
LIES AT THE HEART OF VALUE CREATION 447 INTEGRATING MARKETING,
OPERATIONS, AND HUMAN RESOURCES 450 CREATING A LEADING SERVICE
ORGANIZATION 452 IN SEARCH OF HUMAN LEADERSHIP 456 CHANGE MANAGEMENT 462
CONTENTS XIII READINGS DIANE BRADY, WHY SERVICE STINKS 471 LEONARD L.
BERRY, VENKATESH SHANKAR, JANET TURNER PARISH, SUSAN CADWALLADER, AND
THOMAS DOTZEL, CREATING NEW MARKETS THROUGH SERVICE INNOVATION 478
FREDERICK F. REICHHELD, THE ONE NUMBER YOU NEED TO GROW 485 CASES 1.
SUSAN MUNRO, SERVICE CONSUMER 492 2. FOUR CUSTOMERS IN SEARCH OF
SOLUTIONS 494 3. DR. BECKETT S DENTAL OFFICE 495 4. STARBUCKS:
DELIVERING CUSTOMER SERVICE 498 5. GIORDANO: POSITIONING FOR
INTERNATIONAL EXPANSION 511 6. AUSSIE POOCH MOBILE 520 7. JOLLIBEE FOODS
CORPORATION 532 8. THE ACCRA BEACH HOTEL 540 9. SULLIVAN FORD AUTO WORLD
545 10. COMPUMENTOR AND THE DISCOUNTECH.ORG SERVICE 550 11. DR. MAHALEE
GOES TO LONDON 567 12. MENTONBANK 569 13. RED LOBSTER 577 14. HILTON
HHONORS WORLDWIDE: LOYALTY WARS 579 15. THE ACCELLION SERVICE GUARANTEE
590 16. SHOULDICE HOSPITAL LIMITED (ABRIDGED) 592 17. MASSACHUSETTS
AUDUBON SOCIETY 602 18. TLCONTACT: CAREPAGES SERVICE (A) 616 GLOSSARY
626 CREDITS 633 NAME INDEX 636 SUBJECT INDEX 642 XIV CONTENTS
|
| any_adam_object | 1 |
| author | Lovelock, Christopher H. 1940-2008 Wirtz, Jochen |
| author_GND | (DE-588)133426262 (DE-588)14257144X |
| author_facet | Lovelock, Christopher H. 1940-2008 Wirtz, Jochen |
| author_role | aut aut |
| author_sort | Lovelock, Christopher H. 1940-2008 |
| author_variant | c h l ch chl j w jw |
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| callnumber-subject | HF - Commerce |
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| classification_tum | WIR 935f WIR 810f |
| ctrlnum | (OCoLC)70698948 (DE-599)GBV515026328 |
| dewey-full | 658.8 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8 |
| dewey-search | 658.8 |
| dewey-sort | 3658.8 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 6. ed, internat. ed. |
| format | Book |
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| genre | 1\p (DE-588)4123623-3 Lehrbuch gnd-content |
| genre_facet | Lehrbuch |
| id | DE-604.BV035226647 |
| illustrated | Illustrated |
| indexdate | 2024-11-25T17:37:10Z |
| institution | BVB |
| isbn | 0132056763 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-017032662 |
| oclc_num | 70698948 |
| open_access_boolean | 1 |
| owner | DE-N2 DE-91G DE-BY-TUM |
| owner_facet | DE-N2 DE-91G DE-BY-TUM |
| physical | XX, 648 S. Ill., graph. Darst. |
| publishDate | 2007 |
| publishDateSearch | 2007 |
| publishDateSort | 2007 |
| publisher | Pearson,Prentice Hall |
| record_format | marc |
| spellingShingle | Lovelock, Christopher H. 1940-2008 Wirtz, Jochen Services marketing people, technology, strategy Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Dienstensector gtt Marketing gtt Customer services Marketing Marketing Management Professions Marketing Service industries Marketing Marktsegmentierung (DE-588)4037644-8 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Markterschließung (DE-588)4114519-7 gnd Marketing (DE-588)4037589-4 gnd Marketing-Mix (DE-588)4168908-2 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4037644-8 (DE-588)4012183-5 (DE-588)4114519-7 (DE-588)4037589-4 (DE-588)4168908-2 (DE-588)4012181-1 (DE-588)4012178-1 (DE-588)4123623-3 |
| title | Services marketing people, technology, strategy |
| title_auth | Services marketing people, technology, strategy |
| title_exact_search | Services marketing people, technology, strategy |
| title_full | Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz |
| title_fullStr | Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz |
| title_full_unstemmed | Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz |
| title_short | Services marketing |
| title_sort | services marketing people technology strategy |
| title_sub | people, technology, strategy |
| topic | Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Dienstensector gtt Marketing gtt Customer services Marketing Marketing Management Professions Marketing Service industries Marketing Marktsegmentierung (DE-588)4037644-8 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Markterschließung (DE-588)4114519-7 gnd Marketing (DE-588)4037589-4 gnd Marketing-Mix (DE-588)4168908-2 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Dienstleistung (DE-588)4012178-1 gnd |
| topic_facet | Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Dienstensector Marketing Customer services Marketing Marketing Management Professions Marketing Service industries Marketing Marktsegmentierung Dienstleistungssektor Markterschließung Marketing-Mix Dienstleistungsbetrieb Dienstleistung Lehrbuch |
| url | http://www.loc.gov/catdir/toc/ecip0618/2006024219.html http://www.gbv.de/dms/hbz/toc/ht014860887.pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017032662&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT lovelockchristopherh servicesmarketingpeopletechnologystrategy AT wirtzjochen servicesmarketingpeopletechnologystrategy |