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Services marketing : people, technology, strategy / / Christopher Lovelock, Jochen Wirtz
| Services marketing : people, technology, strategy / / Christopher Lovelock, Jochen Wirtz |
| Autore | Lovelock Christopher H. |
| Edizione | [Seventh edition, global edition.] |
| Pubbl/distr/stampa | Boston : , : Pearson, , [2011] |
| Descrizione fisica | 1 online resource (648 pages) : illustrations, tables, photographs |
| Disciplina | 658.8 |
| Collana | Always Learning |
| Soggetto topico |
Marketing - Management
Professions - Marketing Service industries - Marketing Customer services - Marketing |
| ISBN | 1-292-01424-5 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover -- About the Authors -- About the Contributors of the Cases -- Brief Contents -- Contents -- Preface -- Acknowledgments -- Part I: Understanding Service Products, Consumers, and Markets -- Chapter 1: New Perspectives on Marketing in the Service Economy -- Why Study Services? -- Services Dominate the Economy in Most Nations -- Most New Jobs Are Generated by Services -- Understanding Services Offers a Personal Competitive Advantage -- What Are the Principal Industries of the Service Sector? -- Contribution to Gross Domestic Product -- Powerful Forces are Transforming Service Markets -- What are Services? -- The Historical View -- A Fresh Perspective: Benefits without Ownership -- Defining Services -- Intangible Elements Dominate Value Creation -- Service Products versus Customer Service and After-Sales Service -- Four Broad Categories of Services-A Process Perspective -- People Processing -- Possession Processing -- Mental Stimulus Processing -- Information Processing -- Services Pose Distinct Marketing Challenges -- The 7 Ps of Services Marketing -- The Traditional Marketing Mix Applied to Services -- Product Elements -- Place and Time -- Price and Other User Outlays -- Promotion and Education -- The Extended Services Marketing Mix for Managing the Customer Interface -- Process -- Physical Environment -- People -- Marketing Must Be Integrated with Other Management Functions -- A Framework for Developing Effective Service Marketing Strategies -- Part I: Understanding Service Products, Consumers, and Markets -- Part II: Applying the 4 Ps of Marketing to Services -- Part III: Managing the Customer Interface -- Part IV: Implementing Profitable Service Strategies -- Conclusion -- Chapter Summary -- Review Questions -- Application Exercises -- Endnotes -- Chapter 2: Consumer Behavior in a Services Context.
The Three-Stage Model of Service Consumption -- Prepurchase Stage -- Need Awareness -- Information Search -- Evaluating Alternatives -- Purchase Decision -- Service Encounter Stage -- Service Encounters Are "Moments of Truth" -- Service Encounters Range from High Contact to Low Contact -- The Servuction System -- Theater as Metaphor for Service Delivery: An Integrative Perspective -- Role and Script Theories -- Postencounter Stage -- Customer Satisfaction with Service Experiences -- Service Expectations -- Are Expectations Always the Right Comparison Standard? -- Customer Delight -- Links between Customer Satisfaction and Corporate Performance -- Conclusion -- Chapter Summary -- Review Questions -- Application Exercises -- Endnotes -- Chapter 3: Positioning Services in Competitive Markets -- What is Required for Positioning Services Effectively? -- Achieve Competitive Advantage Through Focus -- Market Segmentation Forms the Basis for Focused Strategies -- Identifying and Selecting Target Segments -- Service Attributes and Levels -- Important versus Determinant Attributes -- Establishing Service Levels -- Positioning Distinguishes a Brand from its Competitors -- Developing an Effective Positioning Strategy -- Market, Internal, and Competitor Analyses -- Using Positioning Maps to Plot Competitive Strategy -- An Example of Applying Positioning Maps to the Hotel Industry -- Mapping Future Scenarios to Identify Potential Competitive Responses -- Positioning Charts Help Executives Visualize Strategy -- Changing Competitive Positioning -- Changing Perceptions through Advertising -- Innovation in Positioning -- Conclusion -- Chapter Summary -- Review Questions -- Application Exercises -- Endnotes -- Part II: Applying the 4 Ps of Marketing to Services -- Chapter 4: Developing Service Products: Core and Supplementary Elements. Planning and Creating Service Products -- Service Product -- Designing the Service Concept -- The Flower of Services -- Facilitating Supplementary Services -- Enhancing Supplementary Services -- Managerial Implications -- Branding Service Products and Experiences -- Branding Strategies for Services -- Tiering Service Products with Branding -- Offering a Branded Experience -- New Service Development -- A Hierarchy of New Service Categories -- Reengineering Service Processes -- Physical Goods as a Source of New Service Ideas -- Using Research to Design New Services -- Achieving Success in New Service Development -- Conclusion -- Chapter Summary -- Review Questions -- Application Exercises -- Endnotes -- Chapter 5: Distributing Services Through Physical and Electronic Channels -- Distribution in a Services Context -- What Is Distributed? -- Distribution Options for Servicing Customers: Determining the Type of Contact -- Customers Visit the Service Site -- Service Providers Go to Their Customers -- The Service Transaction Is Conducted Remotely -- Channel Preferences Vary among Consumers -- Place and Time Decisions -- Where Should Service Be Delivered in a Brick-and-Mortar Context? -- When Should Service Be Delivered? -- Delivering Services in Cyberspace -- Service Delivery Innovations Facilitated by Technology -- E-Commerce: The Move to Cyberspace -- The Role of Intermediaries -- Franchising -- The Challenge of Distribution in Large Domestic Markets -- Distributing Services Internationally -- Factors Favoring Adoption of Transnational Strategies -- Barriers to International Trade in Services -- Conclusion -- Chapter Summary -- Review Questions -- Application Exercises -- Endnotes -- Chapter 6: Setting Prices and Implementing Revenue Management -- Effective Pricing is Central to Financial Success -- Objectives for Establishing Prices. Pricing Strategy Stands on Three Foundations -- Cost-Based Pricing -- Value-Based Pricing -- Competition-based Pricing -- Revenue Management: What it is and how it works -- Reserving Capacity for High-yield Customers -- Price Elasticity -- Designing Rate Fences -- Ethical Concerns in Service Pricing -- Service Pricing Is Complex -- Piling on the Fees -- Designing Fairness into Revenue Management -- Putting Service Pricing into Practice -- How Much to Charge? -- What Should Be the Specified Basis for Pricing? -- Who Should Collect Payment? -- Where Should Payment Be Made? -- When Should Payment Be Made? -- How Should Payment Be Made? -- How Should Prices Be Communicated to the Target Markets? -- Conclusion -- Chapter Summary -- Review Questions -- Application Exercises -- Endnotes -- Chapter 7: Promoting Services and Educating Customers -- The Role of Marketing Communications -- Position and Differentiate the Service -- Promote the Contribution of Service Personnel and Backstage Operations -- Add Value through Communication Content -- Facilitate Customer Involvement in Service Production -- Stimulate or Dampen Demand to Match Capacity -- Challenges of Services Communications -- Problems of Intangibility -- Overcoming the Problems of Intangibility -- Marketing Communications Planning -- Defining the Target Audience -- Specifying Communication Objectives -- The Marketing Communications Mix -- Communications Originate from Different Sources -- Messages Transmitted through Traditional Marketing Channels -- Messages Transmitted through the Internet -- Messages Transmitted through Service Delivery Channels -- Messages Originating from Outside the Organization -- Ethical and Consumer Privacy Issues in Communications -- The Role of Corporate Design -- Integrating Marketing Communications -- Conclusion -- Chapter Summary -- Review Questions. Application Exercises -- Endnotes -- Part III: Managing the Customer Interface -- Chapter 8: Designing and Managing Service Processes -- Flowcharting Customer Service Processes -- Flowcharting is a Simple Tool to Document Service Processes -- Insights from Flowcharting -- Blueprinting Services to Create Valued Experiences and Productive Operations -- Developing a Blueprint -- Blueprinting the Restaurant Experience: A Three-Act Performance -- Identifying Fail Points -- Failure Proofing to Design Fail Points Out of Service Processes -- Setting Service Standards and Target -- Service Process Redesign -- Service Process Redesign Should Improve Both Quality and Productivity -- The Customer as Co-Producer -- Levels of Customer Participation -- Reducing Service Failures Caused by Customers -- Customers as Partial Employees -- Self-Service Technologies -- Psychological Factors in Customer Self-Service -- What Aspects of SSTs Please or Annoy Customers? -- Managing Customers' Reluctance to Change -- Conclusion -- Chapter Summary -- Review Questions -- Application Exercises -- Endnotes -- Chapter 9: Balancing Demand and Productive Capacity -- Fluctuations in Demand Threaten Profitability -- Defining Productive Capacity -- From Excess Demand to Excess Capacity -- Managing Capacity -- Capacity Levels Can Sometimes Be Stretched or Shrunk -- Adjusting Capacity to Match Demand -- Analyze Patterns of Demand -- Demand Varies by Market Segment -- Understanding Patterns of Demand -- Managing Demand -- Marketing Mix Elements Can Be Used to Shape Demand Patterns -- Inventory Demand Through Waiting Lines and Queuing Systems -- Waiting Is a Universal Phenomenon -- Why Waiting Lines Occur -- Managing Waiting Lines -- Different Queue Configurations -- Virtual Waits -- Queuing Systems Can Be Tailored to Market Segments -- Customer Perceptions of Waiting Time. The Psychology of Waiting Time. |
| Record Nr. | UNINA-9910153149903321 |
Lovelock Christopher H.
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| Boston : , : Pearson, , [2011] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Special issue from the 4th SIG services research conference [[electronic resource] ] : services research - a truly global discipline / / guest editors Jochen Wirtz and Shaukat Brah
| Special issue from the 4th SIG services research conference [[electronic resource] ] : services research - a truly global discipline / / guest editors Jochen Wirtz and Shaukat Brah |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2006 |
| Descrizione fisica | 1 online resource (120 p.) |
| Disciplina | 658.8 |
| Altri autori (Persone) |
WirtzJochen
BrahShaukat |
| Collana | International Journal of Service Industry Management |
| Soggetto topico |
Service industries - Management
Industrial management |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-280-54731-6
9786610547319 1-84544-967-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Cover; CONTENTS; INTERNATIONAL EDITORIAL ADVISORY BOARD; Guest editorial; Beyond technology acceptance: understanding consumer practice; Improving call centre agent performance; Switching barriers in business-to-business services: a qualitative study; E-customers' third party complaining and complimenting behavior; Defining relationship quality for customer-driven business development |
| Record Nr. | UNINA-9910449881203321 |
| Bradford, England, : Emerald Group Publishing, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Special issue from the 4th SIG services research conference [[electronic resource] ] : services research - a truly global discipline / / guest editors Jochen Wirtz and Shaukat Brah
| Special issue from the 4th SIG services research conference [[electronic resource] ] : services research - a truly global discipline / / guest editors Jochen Wirtz and Shaukat Brah |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2006 |
| Descrizione fisica | 1 online resource (120 p.) |
| Disciplina | 658.8 |
| Altri autori (Persone) |
WirtzJochen
BrahShaukat |
| Collana | International Journal of Service Industry Management |
| Soggetto topico |
Service industries - Management
Industrial management |
| ISBN |
1-280-54731-6
9786610547319 1-84544-967-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Cover; CONTENTS; INTERNATIONAL EDITORIAL ADVISORY BOARD; Guest editorial; Beyond technology acceptance: understanding consumer practice; Improving call centre agent performance; Switching barriers in business-to-business services: a qualitative study; E-customers' third party complaining and complimenting behavior; Defining relationship quality for customer-driven business development |
| Record Nr. | UNINA-9910783550503321 |
| Bradford, England, : Emerald Group Publishing, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Special issue from the 4th SIG services research conference [[electronic resource] ] : services research - a truly global discipline / / guest editors Jochen Wirtz and Shaukat Brah
| Special issue from the 4th SIG services research conference [[electronic resource] ] : services research - a truly global discipline / / guest editors Jochen Wirtz and Shaukat Brah |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2006 |
| Descrizione fisica | 1 online resource (120 p.) |
| Disciplina | 658.8 |
| Altri autori (Persone) |
WirtzJochen
BrahShaukat |
| Collana | International Journal of Service Industry Management |
| Soggetto topico |
Service industries - Management
Industrial management |
| ISBN |
1-280-54731-6
9786610547319 1-84544-967-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Cover; CONTENTS; INTERNATIONAL EDITORIAL ADVISORY BOARD; Guest editorial; Beyond technology acceptance: understanding consumer practice; Improving call centre agent performance; Switching barriers in business-to-business services: a qualitative study; E-customers' third party complaining and complimenting behavior; Defining relationship quality for customer-driven business development |
| Record Nr. | UNINA-9910815707203321 |
| Bradford, England, : Emerald Group Publishing, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Understanding the Role of Business Analytics [[electronic resource] ] : Some Applications / / edited by Hardeep Chahal, Jeevan Jyoti, Jochen Wirtz
| Understanding the Role of Business Analytics [[electronic resource] ] : Some Applications / / edited by Hardeep Chahal, Jeevan Jyoti, Jochen Wirtz |
| Edizione | [1st ed. 2019.] |
| Pubbl/distr/stampa | Singapore : , : Springer Singapore : , : Imprint : Springer, , 2019 |
| Descrizione fisica | 1 online resource (216 pages) |
| Disciplina | 658.4038011 |
| Soggetto topico |
Estadística econòmica
Presa de decisions (Estadística) Dades massives Negocis Big data Management information systems Statistics Big Data/Analytics Business Process Management Statistics for Business, Management, Economics, Finance, Insurance |
| Soggetto genere / forma | Llibres electrònics |
| ISBN | 981-13-1334-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Managerial Traits and Collaborative Behaviours as Determinants of Export Propensity: An Application of Fuzzy-Set Qualitative Comparative Analysis -- Spiritual Well- being Scale within a Sample of Veterans of Iran–Iraq Warfare: An examination of psychometric properties -- Examining the Relationship between Organizational Justice, Job Security, and Organizational Citizenship Behavior in the Jordanian Banks: A Structural Equation Modeling Perspective -- Re-Investigating the Role of Market Orientation and Environmental Turbulence in Marketing Capabilities and Business Performance -- Impact of Customer Experience on Marketing Outcomes in Financial Services -- Examınıng Determınants of Turkısh Automotıve Industry Exports usıng Panel Quantıle Regressıon and Gravıty Model Approaches -- Cultural Intelligence and Knowledge Sharing: Role of Cultural Adjustment and Work Experience -- Stock price reactions to the announcement of general election results in India -- Prevention of Diabetes Through Knowledge, Awareness and Practice -- Corporate Project Dashboard Design Using Cost and Benefit Analysis: Evidence from Indonesia Leasing Industry. |
| Record Nr. | UNINA-9910350213803321 |
| Singapore : , : Springer Singapore : , : Imprint : Springer, , 2019 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||