Service Marketing (Third Edition)

Author: Christopher H. Lovelock
Publisher:
Publish Date: 2001-05-01
Features: This book comprehensively and systematically elaborates on the emergence of service marketing thought and the development of service marketing as an independent branch of the marketing discipline. It traces the gradual maturation, rigor, and completeness of its theoretical framework, along with its widespread application, as well as the contributions of theoretical pioneers and practical trailblazers. The discussion covers the thoughts and perspectives of all significant figures in the evolution of service marketing to date. The main content includes areas such as service design, service delivery, customer contact, customer satisfaction, as well as relationship marketing, internal marketing, and logistics support. These naturally integrate and complement each other with the focal points of mainstream marketing and online marketing. This book is a classic textbook for service marketing courses. It comprehensively and systematically elaborates on the emergence of service marketing thought and the development of service marketing as an independent branch of the marketing discipline. It traces the gradual maturation, rigor, and completeness of its theoretical framework, along with its widespread application, as well as the contributions of theoretical pioneers and practical trailblazers. The discussion covers the thoughts and perspectives of all significant figures in the evolution of service marketing to date. The main content includes areas such as service design, service delivery, customer contact, customer satisfaction, as well as relationship marketing, internal marketing, and logistics support. These naturally integrate and complement each other with the focal points of mainstream marketing and online marketing.