http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
xxxv, 679 pages : some colour illustrations ; 27 cm.
1. Introducing to service marketing -- 2. Consumer behavior in aservices context -- 3. Positioning services in competitive markets -- 4. Developing service products : core and supplementary elements -- 5. Distributing services through physical and electronic channels -- 6. Setting prices and implementing revenue management -- 7. Promoting services and educating customers -- 8. Designing and managing service processes -- 9. Balancing demand and capacity -- 10. Crafting the service environment -- 11. Managing people for service advantage -- 12. Managing relationships and building loyalty -- 13. Complaint handling and service recovery -- 14. Improving service quality and productivity -- 15. Organizing for service leadership
Christopher Lovelock, Jochen Wirtz, Patricia Chew