Essentials of Services Marketing 1st Edition Lovelock Test Bank

Essentials of Services Marketing 1st Edition Lovelock Test Bank

Product details:

• ISBN-10 ‏ : ‎ 9810679955
• ISBN-13 ‏ : ‎ 978-9810679958
• Author:

Essentials of Services Marketing 1st ed (ESM1) is the only introductory services marketing textbook presented in full color. Written by Lovelock, Wirtz and Chew, this text s presentation of visual learning aids, coupled with the reader-friendly use of language will impress upon students that this is one marketing text clearly written with them in mind. Framework / Approach Existing textbooks simply cover too much and introduce too much information given the limited amount of teaching time. ESM1 takes this all this into consideration and you will find that in this textbook we have: 1. Full-colour visual learning aids that promote the comprehension and recalling of salient points. 2. A broad selection of international case studies from US, Europe and Asia that helps students relate to services marketing and provides them with a global perspective. 3. Expressed theories and concepts in a simple and clear language to aid students understanding. 4. Furnished professors with teaching tools that complement the text to make teaching and assessment easier. Features

Table contents:

• PART I — UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS
• Chapter 1: Introduction to Services Marketing
• Chapter 2: Consumer Behavior in a Services Context
• Chapter 3: Positioning Services in Competitive Markets
• PART II — APPLYING THE 4Ps OF MARKETING TO SERVICES
• Chapter 4: Developing Service Products and Brands
• Chapter 5: Distributing Services through Physical and Electronic Channels
• Chapter 6: Setting Prices and Implementing Revenue Management
• Chapter 7: Promoting Services and Educating Customers
• PART III — DESIGNING AND MANAGING THE CUSTOMER INTERFACE
• Chapter 8: Designing Service Processes
• Chapter 9: Balancing Demand and Capacity
• Chapter 10: Crafting the Service Environment
• Chapter 11: Managing People for Service Advantage
• PART IV — DEVELOPING CUSTOMER RELATIONSHIPS
• Chapter 12: Managing Relationships and Building Loyalty
• Chapter 13: Complaint Handling and Service Recovery
• PART V — STRIVING FOR SERVICE EXCELLENCE
• Chapter 14: Improving Service Quality and Productivity
• Chapter 15: Building a World-Class Service Organization
• PART VI — CASE STUDIES
• Case 1: Sullivan Ford Auto World
• Case 2: Dr Beckett’s Dental Office
• Case 3: Uber
• Case 4: Banyan Tree
• Case 5: Kiwi Experience
• Case 6: Accra Beach Hotel
• Case 7: Revenue Management of Gondolas
• Case 8: Aussie Pooch Mobile
• Case 9: Shouldice Hospital Limited
• Case 10: Red Lobster
• Case 11: Singapore Airlines
• Case 12: Dr Mahalee Goes to London
• Case 13: Royal Dining Membership Program Dilemma
• Case 14: Customer Asset Management at DHL in Asia
• Case 15: Starbucks: Delivering Customer Service
• Case 16: Lux Resorts
• Case 17: KidZania: Shaping a Strategic Service Vision for the Future

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