Principles of Services Marketing and Management

3.62 avg rating
( 13 ratings by GoodReads )
 
9780136768753: Principles of Services Marketing and Management

Aimed at courses in undergraduate Service Marketing and Management, this clear, accessible book presents an integrated approach to the study of services that places marketing issues within a broader general management context. It emphasizes the fact that service organizations differ in many important respects from manufacturing businesses, requiring a distinctive approach to planning and implementing marketing strategy. Coverage is comprised of 16 chapters and 12 short- to medium-length cases that let readers apply what they've learned to real-world settings and fully understand the complexities of service management—including the interactions between marketing, operations, and human resources.

"synopsis" may belong to another edition of this title.

About the Author:

Christopher Lovelock is one of the pioneers of services marketing. Based in Massachusetts, he gives seminars and workshops for managers around the world and also teaches an MBA service marketing course at the Yale School of Management. His distinguished academic career has included 11 years on the faculty of the Harvard Business School and two years as a visiting professor at IMD in Switzerland. He has also held appointments at Berkeley, Stanford, and the Sloan School at MIT, as well as visiting professorships at The University of Queensland in Australia and at both INSEAD and Theseus Institute in France. Christopher obtained a BCom and an MA in economics from the University of Edinburgh, then worked in advertising with the London office of J. Walter Thompson Co. and in corporate planning with Canadian Industries Ltd. in Montreal. Later, he obtained an MBA from Harvard and a PhD from Stanford. Author or coauthor of over 60 articles, more than 100 teaching cases, and 26 books, he serves on the editorial review boards of the International Journal of Service Industry Management, Journal of Service Research, and Service Industries Journal. He is a recipient of the American Marketing Association's Award for Career Contributions to the Services Discipline and a best article award from the Journal of Marketing. He has also been recognized for excellence in case writing and in 2000 won the Business Week European Case Award.

Lauren Wright is a professor and former marketing department chair at California State University Chico. In 1998, she was a visiting faculty fellow at the University of Canterbury in Christchurch, New Zealand.Winner of several awards for outstanding undergraduate teaching, Lauren has been recognized as a Master Teacher at CSU Chico and consults with faculty campus-wide on effective teaching techniques. Her name is listed in the 1998 publication Who's Who Among America's Teachers and Strathmore's Who's Who for 1999-2000. She is past chair of the American Marketing Association's Special Interest Group for Services Marketing (SERVSIG), founded the annual SERVSIG Doctoral Consortium, and has served as research director for the International Service Quality Association. She has published numerous articles on service quality, new service success, business process redesign, and innovative teaching pedagogies and has presented her research findings at many national and international conferences. She holds a BS from the University of Oregon and MBA and PhD degrees from Pennsylvania State University, where she won the Marketing Science Doctoral Dissertation Award for her work on the factors affecting new service success.

From the Back Cover:

Principles of Service Marketing and Management, Second Edition, is designed to complement the materials found in traditional marketing principles texts. It avoids sweeping and often misleading generalizations about services, recognizing explicitly that the differences between specific categories of services (based on the nature of the underlying service process) may be as important to student understanding as the broader differences between goods marketing and services marketing.

"About this title" may belong to another edition of this title.

Top Search Results from the AbeBooks Marketplace

1.

LOVELOCK C.
ISBN 10: 013676875X ISBN 13: 9780136768753
New Quantity Available: 5
Seller
firstbookstore
(New Delhi, India)
Rating
[?]

Book Description Book Condition: Brand New. Brand New Original US Edition, Perfect Condition. Printed in English. Excellent Quality, Service and customer satisfaction guaranteed!. Bookseller Inventory # AIND-21035

More Information About This Seller | Ask Bookseller a Question

Buy New
59.39
Convert Currency

Add to Basket

Shipping: FREE
From India to United Kingdom
Destination, Rates & Speeds

2.

LOVELOCK C.
ISBN 10: 013676875X ISBN 13: 9780136768753
New Quantity Available: 5
Seller
Romtrade Corp.
(STERLING HEIGHTS, MI, U.S.A.)
Rating
[?]

Book Description Book Condition: New. Brand New Original US Edition.We Ship to PO BOX Address also. EXPEDITED shipping option also available for faster delivery. Bookseller Inventory # AUSBNEW-21035

More Information About This Seller | Ask Bookseller a Question

Buy New
62.80
Convert Currency

Add to Basket

Shipping: FREE
From U.S.A. to United Kingdom
Destination, Rates & Speeds

3.

Lauren K. Wright, Christopher H. Lovelock
Published by Prentice Hall (1999)
ISBN 10: 013676875X ISBN 13: 9780136768753
New Hardcover Quantity Available: 1
Seller
Ergodebooks
(RICHMOND, TX, U.S.A.)
Rating
[?]

Book Description Prentice Hall, 1999. Hardcover. Book Condition: New. 2nd. Bookseller Inventory # DADAX013676875X

More Information About This Seller | Ask Bookseller a Question

Buy New
54.55
Convert Currency

Add to Basket

Shipping: 11.23
From U.S.A. to United Kingdom
Destination, Rates & Speeds

4.

Lovelock Christopher
Published by Prentice-Hall
ISBN 10: 013676875X ISBN 13: 9780136768753
New Quantity Available: 1
Seller
Majestic Books
(London, ,, United Kingdom)
Rating
[?]

Book Description Prentice-Hall. Book Condition: New. pp. 432. Bookseller Inventory # 7370654

More Information About This Seller | Ask Bookseller a Question

Buy New
104.76
Convert Currency

Add to Basket

Shipping: 3.35
Within United Kingdom
Destination, Rates & Speeds

5.

Wright, Lauren K.
Published by Prentice Hall (1999)
ISBN 10: 013676875X ISBN 13: 9780136768753
New Hardcover Quantity Available: 1
Seller
Booked Again
(Summit, NJ, U.S.A.)
Rating
[?]

Book Description Prentice Hall, 1999. Hardcover. Book Condition: New. New item. Bookseller Inventory # QX-006-X5-9736109

More Information About This Seller | Ask Bookseller a Question

Buy New
105.50
Convert Currency

Add to Basket

Shipping: 12.82
From U.S.A. to United Kingdom
Destination, Rates & Speeds

6.

Wright, Lauren K.; Lovelock, Christopher H.
Published by Prentice Hall (1999)
ISBN 10: 013676875X ISBN 13: 9780136768753
New Hardcover Quantity Available: 1
Seller
Irish Booksellers
(Rumford, ME, U.S.A.)
Rating
[?]

Book Description Prentice Hall, 1999. Hardcover. Book Condition: New. book. Bookseller Inventory # 013676875X

More Information About This Seller | Ask Bookseller a Question

Buy New
161.17
Convert Currency

Add to Basket

Shipping: 5.29
From U.S.A. to United Kingdom
Destination, Rates & Speeds

7.

Lovelock, Christopher H; Wright, Lauren
ISBN 10: 013676875X ISBN 13: 9780136768753
New Hardcover Quantity Available: 1
Seller
AMAZINGBOOKDEALS
(IRVING, TX, U.S.A.)
Rating
[?]

Book Description Hardcover. Book Condition: BRAND NEW. BRAND NEW. Fast Shipping. Prompt Customer Service. Satisfaction guaranteed. Bookseller Inventory # 013676875XBNA

More Information About This Seller | Ask Bookseller a Question

Buy New
141.40
Convert Currency

Add to Basket

Shipping: 32.07
From U.S.A. to United Kingdom
Destination, Rates & Speeds

8.

Wright, Lauren K.; Lovelock, Christopher H.
Published by Prentice Hall
ISBN 10: 013676875X ISBN 13: 9780136768753
New Hardcover Quantity Available: 1
Seller
Cloud 9 Books
(West Palm Beach, FL, U.S.A.)
Rating
[?]

Book Description Prentice Hall. Hardcover. Book Condition: New. 013676875X New Condition. Bookseller Inventory # NEW6.0929988

More Information About This Seller | Ask Bookseller a Question

Buy New
142.32
Convert Currency

Add to Basket

Shipping: 32.06
From U.S.A. to United Kingdom
Destination, Rates & Speeds