Principles of service marketing and management / Christopher Lovelock and Lauren Wright

Contents
Preface
About the Authors

Part one: Understanding Services
chapter one: Why study services?
chapter two: Understanding service processes

Part two: The Service Customer
chapter three: Managing service encounters
chapter four: Customer behavior in service environments
chapter five: Relationship marketing and customer loyalty
chapter six: Complaint handling and service recovery

Part three: Service Marketing Strategy
chapter seven: The service product
chapter eight: Pricing strategies for services
chapter nine: Promotion and education
chapter ten: Service positioning and design

Part four: Service Delivery Issues
chapter eleven: Creating delivery systems in place, cyberspace and time
chapter twelve: Creating value through productivity and quality
chapter thirteen: Balancing demand and capacity
chapter fourteen: Managing customer waiting lines and reservations

Part five: Integrating Marketing, Operations, and Human Resources
chapter fifteen: Employee roles in service organizations
chapter sixteen: The impact of technology on services
chapter seventeen: Organizing for service leadership

Includes bibliographical references and index