Second Edition

by

Christopher Lovelock

Lauren Wright

Select a chapter: 1: Why Study Services? 2: Understanding Service Processes 3: Managing Service Encounters 4: Customer Behavior in Service Environments 5: Relationship Marketing and Customer Loyalty 6: Complaint Handling and Service Recovery 7: The Service Product 8: Pricing Strategies for Services 9: Promotion, Education, and Physical Evidence 10: Service Positioning and Design 11: Creating Delivery Systems in Place, Cyberspace, and Time 12: Creating Value Through Productivity and Quality 13: Balancing Demand and Capacity 14: Managing Customer Waiting Lines and Reservations 15: Employee Roles in Service Organizations 16: The Impact of Technology on Services 17: Organizing for Service Leadership