by Christopher Lovelock · Pearson · tapa dura · ISBN 9780130173928
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«Services Marketing» is Christopher Lovelock's services marketing manual, published by Pearson in hardback (720 pages, in English).
Analyses services marketing with a managerial and strategic focus: consumer behaviour, positioning, service design, distribution channels, pricing, processes, physical environments, people management, loyalty, service recovery, quality and productivity. Includes real cases and examples.
Fourth edition, with subtitle «People, Technology, Strategy», published in 2000; the work originally appeared in 1991.
Aimed at professionals and students of marketing, corporate communication, advertising and public relations.
