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    SERVICES MARKETING >CANADIAN<

    ISBN-10: 0131879286
    ISBN-13: 9780131879287
    Author(s): LOVELOCK
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    List Price: $95.36
    Edition: 1st
    Publisher: PEARSON
    Weight: 3.190

    Understanding Service Markets, Products, And Customers
    New Perspectives on Marketing in the Service Economy
    Customer Behaviour in Service Encounters
    Building The Service Model
    Developing Service Concepts: Core and Supplementary Elements
    Distributing Services through Physical and Electronic Channels
    Exploring Business Models: Pricing and Revenue Management
    Educating Customers and Promoting the Value Proposition
    Positioning Services in Competitive Markets
    Managing The Customer Interface
    Designing and Managing Service Processes
    Balancing Demand and Productive Capacity
    Crafting the Service Environment
    Managing People for Service Advantage
    Implementing Profitable Service Strategies
    Managing Relationships and Building Loyalty
    Achieving Service Recovery and Obtaining Customer Feedback
    Improving Service Quality and Productivity
    Organizing for Change Management and Service Leadership
    Cases
    Glossary
    Name Index
    Subject Index
    Credits

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