000			03841cam a22004098i 4500
001			18948468
003			OSt
005			20240822115235.0
008			160127s2016 nju 001 0 eng
010			_a 2016003724
020			_a9781944659004 (hardcover)
020			_a9781944659011 (pbk.)
040			_aDLC _beng _cDLC _erda
042			_apcc
050	0	0	_aHF5415.13 _b.L5883 2016
082	0	0	_a658.8 LOV 2016 _223
100	1		_aLovelock, Christopher H., _eauthor.
245	1	0	_aServices marketing : _bpeople, technology, strategy / _cJochen Wirtz, Christopher Lovelock.
250			_aEighth edition.
263			_a1603
264		1	_aNew Jersey : _bWorld Scientific, _c[2016]
300			_a800 pages _c8.5 x 0.9 x 10.8 inches
336			_atext _2rdacontent
337			_aunmediated _2rdamedia
338			_avolume _2rdacarrier
500			_aIncludes index.
505			_aContents: About the Authors; About the Contributors of the Case Studies; Preface; Acknowledgements; List of Case Studies; Case 1 Sullivan Ford Auto World; Case 2 Dr. Beckett's Dental Office; Case 3 Bouleau & Huntley: Cross-selling Professional Services; Case 4 Uber: Competing as Market Leader in the US versus Being a Distant Second in China; Case 5 Banyan Tree: Designing and Delivering a Branded Service Experience; Case 6 Kiwi Experience; Case 7 The Accra Beach Hotel: Block Booking of Capacity during a Peak Period; Case 8 Aussie Pooch Mobile; Case 9 Shouldice Hospital Limited (Abridged); Case 10 Delwarca Software Remote Support Unit; Case 11 Red Lobster; Case 12 Raleigh & Rosse: Measure to Motivate Exceptional Service; Case 13 Singapore Airlines: Managing Human Resources for Cost-effective Service Excellence; Case 14 Dr. Mahalee Goes to London: Global Client Management; Case 15 Royal Dining Membership Program Dilemma; Case 16 Starbucks: Delivering Customer Service; Case 17 LUX*: Staging a Service Revolution in a Resort Chain; Case 18 KidZania: Shaping a Strategic Service Vision for the Future; Case 19 Susan Munro, Service Customer; Case 20 Jollibee Foods Corporation; Case 21 Hotel Imperial; Case 22 Giordano: Positioning for International Expansion; Case 23 Revenue Management of Gondolas: Maintaining the Balance Between Tradition and Revenue; Case 24 Revenue Management at Prego Italian Restaurant; Case 25 Managing Word-of-Mouth: The Referral Incentive Program That Backfired; Case 26 National Library Board Singapore: World-Class Service through Innovation and People Centricity; Case 27 TLContact: CarePages Service; Case 28 Massachusetts Audubon Society; Case 29 Menton Bank; Case 30 Bossard Asia-Pacific: Can It Make Its CRM Strategy Work?; Case 31 Customer Asset Management at DHL in Asia; Case 32 The Broadstripe Service Guarantee; Glossary; Name Index; Subject Index; Readership: Primary market — University students taking the Services Marketing course, generally compulsory for Business and Marketing students, as well as MBA and EMBA students; Secondary market — marketing professionals and practitioners. Supplementary Material Resources: Resources are also available to instructors who adopt this textbook for their courses. These include: Instructor's Manual and Case Teaching Notes; Powerpoint Desks ; Test Bank; Online Case Studies; Teaching Notes & Slides;
650		0	_aMarketing _xManagement.
650		0	_aProfessions _xMarketing.
650		0	_aService industries _xMarketing.
650		0	_aCustomer services _xMarketing.
700	1		_aWirtz, Jochen, _eauthor.
776	0	8	_iOnline version: _aLovelock, Christopher H., author. _tServices marketing _bEighth edition. _dNew Jersey : World Scientific, [2016] _z9781944659028 _w(DLC) 2016004004
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cBK _n0
999			_c174 _d174