Business

For undergraduate courses in Service Marketing and Management.

This book presents an integrated approach. It includes a strong managerial orientation and strategic focus, uses an organizing framework, has extensive research citations, links theory to practice, and includes 9 cases.

• NEW - Added chapter on technology in services—Ch.16.

  • Integrates technology issues discussed throughout the text and presents them from a strategic perspective. Ex.___

• NEW - Added chapter on service leadership—Ch. 17.

  • Looks at marketing's role in the service firm, and the need to integrate marketing strategies with those in operations and human resources functions. Ex.___

• NEW - Enhanced treatment of service pricing.

  • Captures student interest with discussions of activity-based costing, yield management, and the introduction of new types of service fees. Ex.___

• Concept of integrated service management—Employs the “8Ps” framework for managing service businesses.

  • Develops explicit links between marketing, operations, and human resources. Ex.___

• Nine relatively short, modern cases—Of varying levels of difficulty.

  • Enables students to apply what they have learned to real-world settings and fully understand the complexities of service management—including the interactions between marketing, operations, and human resources. Ex.___

• Added chapter on technology in services—Ch.16.

  • Integrates technology issues discussed throughout the text and presents them from a strategic perspective. Ex.___

• Added chapter on service leadership—Ch. 17.

  • Looks at marketing's role in the service firm, and the need to integrate marketing strategies with those in operations and human resources functions. Ex.___

• Enhanced treatment of service pricing.

  • Captures student interest with discussions of activity-based costing, yield management, and the introduction of new types of service fees. Ex.___

I. UNDERSTANDING SERVICES.

II. THE SERVICE CUSTOMER.

III. SERVICE MARKETING STRATEGY.

IV. SERVICE DELIVERY ISSUES.

V. INTEGRATING MARKETING, OPERATIONS, AND HUMAN RESOURCES.

Services Marketing  [CORE TEXTS]   (Marketing)

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.

Principles of Service Marketing and Management, Second Edition, is designed to complement the materials found in traditional marketing principles texts. It avoids sweeping and often misleading generalizations about services, recognizing explicitly that the differences between specific categories of services (based on the nature of the underlying service process) may be as important to student understanding as the broader differences between goods marketing and services marketing.

Companion Website - Lovelock, 2/E
Lovelock & Wright
©2002 | Prentice Hall | On-line Supplement; 0 pp | Instock
ISBN-10: 0130419230 | ISBN-13: 9780130419231
URL:  http://www.prenhall.com/lovelock
  View Downloadable Files

Companion Website - Lovelock, 2/E
Lovelock & Wright
©2002 | Prentice Hall | On-line Supplement; 0 pp | Instock
ISBN-10: 0130419230 | ISBN-13: 9780130419231
URL:  http://www.prenhall.com/lovelock
  View Downloadable Files

Instructor's Manual with Test Item File, 2/E
Lovelock & Wright
©2002 | Prentice Hall | Paper; 360 pp | Instock
ISBN-10: 0130419249 | ISBN-13: 9780130419248
  View Downloadable Files

Companion Website - Lovelock, 2/E
Lovelock & Wright
©2002 | Prentice Hall | On-line Supplement; 0 pp | Instock
ISBN-10: 0130419230 | ISBN-13: 9780130419231
URL:  http://www.prenhall.com/lovelock
  View Downloadable Files

Companion Website - Lovelock, 2/E
Lovelock & Wright
©2002 | Prentice Hall | On-line Supplement; 0 pp | Instock
ISBN-10: 0130419230 | ISBN-13: 9780130419231
URL:  http://www.prenhall.com/lovelock
  View Downloadable Files

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