Service Marketing (3rd Edition)

Author: Christopher H. Lovelock
Publisher:
Publish Date: 2001-05-01
Features: This book is a classic textbook for service marketing courses. It comprehensively and systematically elaborates on the emergence of service marketing ideas and the development of service marketing as an independent branch of the marketing discipline. The book traces the gradual maturation, rigor, and completeness of its theoretical system, as well as its widespread application, highlighting the contributions of theoretical pioneers and practical leaders. The discussions cover the thoughts and views of all important figures in the development of the service marketing discipline 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. It naturally integrates with and mutually supplements and enhances the focal points of mainstream marketing and online marketing.