Principles of Service Marketing and Management
Language: English
Published by Prentice Hall, 1999
- Hardcover
- Used
Seller: Anybook.com, Lincoln, United KingdomAnybook.com
AbeBooks seller since December 22, 1999
Condition: Used - Fair
£ 4.96
Quantity: 1 available
Add to basketItem description from seller
This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. Clean from markings. In fair condition, suitable as a study copy. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,1250grams, ISBN:9780136768753.
Seller Inventory # 8984327
- Title
- Principles of Service Marketing and Management
- Author
- Lovelock, C. and Wright, L.
- Publisher
- Prentice Hall
- Publication year
- 1999
- Condition
- Fair
- Binding
- Hardcover
- Language
- English
- ISBN 10
- 013676875X
- ISBN 13
- 9780136768753
- Item weight
- 1,250 grams
- Seller catalogs
- Business
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.
"About the title" may belong to another edition of this title.
Anybook.com
Lincoln, United Kingdom
AbeBooks seller since December 22, 1999
Shipping rates from United Kingdom to U.S.A.
| Item | 5 to 10 business days | 1 to 3 business days |
|---|---|---|
| First item | £ 13.50 | £ 34.62 |
Payment methods
Store description
Based in central Lincoln, Anybook Ltd. sells exclusively on line. We specialise in academic works. All our books are in good condition or better, unless otherwise described. We will respond to your enquiry promptly and mail books out within 24 hours of receiving payment. We use Royal Mail and other reputable couriers at greatly discounted postage rates. If you find cheaper postage from the UK, we'll match it. Remember if you are unsatisfied in any way with any purchase, we will give you a complete and unconditional refund. All books are hand wrapped. All e-mails answered personally. All books are offered subject to being unsold.…
Seller's business information
Anybook Ltd.
28 West End,, Burgh le Marsh,
Lincolnshire, United Kingdom PE24 5EY
Terms of sale
Anybook Ltd is a company registered in England and Wales. Company Registration Number: 3692291. VAT Number: GB753406145. Share Capital GBP100.
Registered Offices:
28 West End,
Burgh le Marsh,
Lincolnshire,
PE24 5EY
UK
Customer Services:
2,Outer Circle Business Park,
Outer Circle Road,
Lincoln
LN2 4HX
UK
Email Address: sales@anybook.com
Telephone Number: +44 (0) 1522 519 991
Authorized Representative: Ms. Claire Williams
Right of withdrawal
If you are a consumer you can withdraw from the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.
Information regarding the right of withdrawal
Statutory right to withdraw
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or the last lot or piece.
To exercise the right of withdrawal, electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". We will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to withdraw from this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to Anybook.com, Lincolnshire, United Kingdom, +44 01522 424108, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- The delivery of newspapers, journals or magazines with the exception of subscription contracts; and
- The supply of digital content which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not withdraw once delivery had started.
Shipping terms
Orders usually ship within 1 business day. We use Royal Mail and other reputable couriers at greatly discounted postage rates. If your book order is heavy or over-sized, or valuable enough to require tracking, we may contact you to let you know extra shipping is required.