Table of contents for Services marketing : people, technology, strategy / Christopher Lovelock, Jochen Wirtz.

Bibliographic record and links to related information available from the Library of Congress catalog.

Note: Contents data are machine generated based on pre-publication provided by the publisher. Contents may have variations from the printed book or be incomplete or contain other coding.


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Contents
About the Authors
Preface 
About the Contributors of the Readings and Cases
PART 1 ¿ UNDERSTANDING SERVICE MARKETS, PRODUCTS, AND CUSTOMERS
1. New Perspectives on Marketing in the Service Economy
2. Customer Behavior in Service Encounters
Reading:
* Nick Wingfield, ¿In a Dizzying World, One Way to Keep Up: Renting Possessions¿, The Wall Street Journal, October 17, 2005, p. A1
PART 2 ¿ BUILDING THE SERVICE MODEL
3. Developing Service Concepts: Core and Supplementary Elements
4. Distributing Services through Physical and Electronic Channels
5. Exploring Business Models: Pricing and Revenue Management
6. Educating Customers and Promoting the Value Proposition
7. Positioning Services in Competitive Markets
Readings:
* Prosenjit Datta and Gina S. Krishnan,¿The Health Travellers,¿ Businessworld, December 22, 2003
* Sheryl E. Kimes and Richard B. Chase, ¿The Strategic Levers of Yield Management,¿ Journal of Service Research, November 1998
* Emily Thornton, ¿Fees! Fees! Fees!¿ Business Week, Sep 29, 2003
* John H. Roberts, ¿Defensive Marketing: How a Strong Incumbent Can Protect Its Position,¿ Harvard Business Review, October 2005
PART 3 ¿ MANAGING THE CUSTOMER INTERFACE
8. Designing and Managing Service Processes
9. Balancing Demand against Productive Capacity
10. Crafting the Service Environment 
11. Managing Service Employees for Competitive Advantage
Readings 
* Loizos Heracleous, Jochen Wirtz, and Robert Johnston, ¿Kung-Fu Service Development at Singapore Airlines, Business Strategy Review, Winter 2005, pp26, 28-31
* Keith A. Gilson and Deepak K. Kandelwal, ¿Getting More from Call Centers,¿ McKinsey Quarterly, April 2005
* Stephan H. Haeckel, Lewis P. Carbone, and Leonard L. Berry, ¿How to Lead the Customer Experience,¿ Marketing Management, February 2003, 19-23*.
PART 4 ¿ IMPLEMENTING PROFITABLE SERVICE STRATEGIES
12. Creating Relationships and Building Customer Loyalty 
13. Achieving Service Recovery and Obtaining Customer Feedback 
14. Improving Service Quality and Productivity
15. Organizing for Change Management and Service Leadership
Readings 
* Diane Brady, ¿Why Service Stinks,¿ BusinessWeek, October 23, 2000*
* Paul Nunes, ¿The Risks of Customer Intimacy,¿ MIT Sloan Management Review, Fall 2005, 15-18. 
* Frederick F. Reichheld, ¿The One Number You Need to Grow, Harvard Business Review, December 2003
Cases (* carried over from SM5)
Susan Munro, Service Consumer 
Four Customers in Search of Solutions*
Dr Beckett's Dental Office 
Starbucks: Delivering Customer Service (Harvard)
Giordano: Positioning for International Expansion ##
Aussie Pooch Mobile*
Jollibee Foods Corporation 
Accra Beach Hotel## (includes minor revisions)
Sullivan Ford Autoworld*
Compumentor and the DiscounTech.org Service 
Dr Mahalee Goes to London 
Menton Bank*
Red Lobster 
Hilton HHonors## (Harvard has made minor revisions)
Accellion Service Guarantee (minor revisions)
Shouldice Hospital (Harvard)
Massachusetts Audubon Society*
TLContact: Care Pages (A)## (minor cuts to TLContact.com case) 
Glossary 
Credits	
Name Index
Subject Index 

Library of Congress Subject Headings for this publication:

Marketing -- Management.
Professions -- Marketing.
Service industries -- Marketing.
Customer services -- Marketing.