Cover image for Essentials of Services Marketing, Second Edition

Essentials of Services Marketing, Second Edition

Author Christopher Lovelock , Patricia Chew , Jochen Wirtz
Release Date: 2012/10/01
ISBN: 9780133359008
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Book Description

Make it easy for students to understand: Clear, Simple Language and Visual Learning Aids

The authors use simple English and short sentences to help students grasp concepts more easily and quickly. The text consists of full-colored learning cues, graphics, and diagrams to capture student attention and help them visualize concepts.

Know Your ESM presents quick review questions designed to help students consolidate their understanding of key chapter concepts.

Make it easy for students to relate: Cases and Examples written with a Global Outlook

The first edition global outlook is retained by having an even spread of familiar cases and examples from the world’s major regions: 40% from American, 30% from Asia and 30% from Europe.

Help students see how various concepts fit into the big picture: Revised Framework

An improved framework characterized by stronger chapter integration as well as tighter presentation and structure.

Help instructors to prepare for lessons: Enhanced Instructor Supplements

  • Instructor’s Manual: Contain additional individual and group class activities. It also contains chapter-by-chapter teaching suggestions.

  • Powerpoint Slides: Slides will feature example-based teaching using many examples and step-by-step application cases to teach and illustrate chapter concepts.

  • Test Bank: Updated Test Bank that is Test Gen compatible.

  • Video Bank: Corporate videos and advertisements help link concept to application. Videos will also come with teaching notes and/or a list of questions for students to answer.

  • Case Bank: Cases can be in PDF format available for download as an Instructor Resource.

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    Table of Contents

    1. Title Page
    2. Copyright Page
    3. Brief Contents
    4. Dedication Page
    5. About the Authors
    6. About the Contributors of the Cases
    7. Contents
    8. Preface
    9. Acknowledgments
    10. Part I: Understanding Service Products, Consumers, and Markets
      1. Chapter 1. Introduction to Services Marketing
      2. Chapter 2. Consumer Behavior in a Services Context
      3. Chapter 3. Positioning Services in Competitive Markets
    11. Part II: Applying the 4 Ps of Marketing to Services
      1. Chapter 4. Developing Service Products: Core and Supplementary Elements
      2. Chapter 5. Distributing Services through Physical and Electronic Channels
      3. Chapter 6. Setting Prices and Implementing Revenue Management
      4. Chapter 7. Promoting Services and Educating Customers
    12. Part III: Designing and Managing the Customer Interface
      1. Chapter 8. Designing and Managing Service Processes
      2. Chapter 9. Balancing Demand and Capacity
      3. Chapter 10. Crafting the Service Environment
      4. Chapter 11. Managing People for Service Advantage
    13. Part IV: Developing Customer Relationships
      1. Chapter 12. Managing Relationships and Building Loyalty
      2. Chapter 13. Complaint Handling and Service Recovery
    14. Part V: Striving for Service Excellence
      1. Chapter 14. Improving Service Quality and Productivity
      2. Chapter 15. Organizing for Service Leadership
    15. Part VI: Cases
      1. Case Study
    16. Glossary
    17. Credits
    18. Name Index
    19. Subject Index
    20. Footnotes