Product Description

Services Marketing: International Edition, 6e Christopher H. Lovelock 0132056763 Paperback

Product Details

• Amazon Sales Rank: #27783 in Books
• Published on: 2007-12-12
• Binding: Paperback
• 672 pages

Synopsis
For advanced undergraduate and MBA/EMBA courses in Services Marketing. Organized around a strategic marketing framework to give instructors maximum flexibility in teaching and take students deeper into the consumer and competitive environments in services marketing.

From the Back Cover

Christopher Lovelock and Jochen Wirtz have worked together closely as co-authors to undertake a significant revision, restructuring, and updating of Services Marketing.

• A new fifteen-chapter organization that reflects the nature of what today's service marketers do in the real world
• Seventeen exciting classroom-tested cases of different lengths, of which half are brand new and the balance are copyright post-2000.
• Eight current readings from leading thinkers in the field.
• Practical management applications reinforced by current examples.

About the Author

As a team, Christopher Lovelock and Jochen Wirtz provide a blend of skills and experience that’s ideally suited to writing an authoritative and engaging services marketing text. This book marks their second collaboration on an edition of Services Marketing. Since first meeting in 1992, they’ve worked together on a variety of projects, including cases, articles, conference papers, two Asian adaptations of earlier editions of Services Marketing, andServices Marketing in Asia: A Case Book. In 2005, both were actively involved in planning the American Marketing Association’s biennial Service Research Conference, hosted that year by the National University of Singapore and attended by participants from 22 countries on five continents.

Christopher Lovelock is one of the pioneers of services marketing. Based in Massachusetts, he consults and gives seminars and workshops for managers around the world, with a particular focus on strategic planning in services and managing the customer experience. Since 2001, he has been an adjunct professor at the Yale School of Management, where he teaches an MBA services marketing course.

After obtaining a BCom and an MA in economics from the University of Edinburgh, he worked in advertising with the London office of J. Walter Thompson Co. and then in corporate planning with Canadian Industries Ltd. in Montreal. Later, he obtained an MBA from Harvard and a PhD from Stanford, where he was also a postdoctoral fellow.

Professor Lovelock’s distinguished academic career has included 11 years on the faculty of the Harvard Business School and two years as a visiting professor at IMD in Switzerland. He has also held faculty appointments at Berkeley, Stanford, and the Sloan School at MIT, as well as visiting professorships at INSEAD in France and The University of Queensland in Australia.

Author or co-author of over 60 articles, more than 100 teaching cases, and 26 books, Dr Lovelock has seen his work translated into ten languages. He serves on the editorial review boards of the International Journal of Service Industry Management, Journal of Service Research, Service Industries Journal, Cornell Hotel and Restaurant Administration Quarterly, andMarketing Management, and is also an ad hoc reviewer for theJournal of Marketing.

Widely acknowledged as a thought leader in services, Christopher Lovelock has been honored by the American Marketing Association’s prestigious Award for Career Contributions in the Services Discipline. In 2005 his article with Evert Gummesson, “Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives” won the AMA’s Best Services Article Award and was a finalist for the IBM award for the best article in the Journal of Service Research. Earlier, he received a best article award from the Journal of Marketing. Recognized many times for excellence in case writing, he has twice won top honors in the BusinessWeek “European Case of the Year” Award.

Jochen Wirtz has worked in the field of services for more than 18 years, and holds a Ph.D. in services marketing from the London Business School. He is a tenured associate professor at the National University of Singapore, where he teaches services marketing in executive, MBA, and undergraduate programs and is co-director of the dual degree UCLA – NUS Executive MBA Program.

Professor Wirtz’s research focuses on service management topics, including customer satisfaction, service guarantees and revenue management. He has published over 60 academic articles, 80 conference papers, and some 50 book chapters, and is co-author of ten books, including his latest book Flying High in a Competitive Industry – Cost-effective Service Excellence at Singapore Airlines (McGraw Hill, 2006).

Professor Wirtz has received seven awards for outstanding teaching at the NUS Business School and in 2003 was honored by the prestigious, university-wide “Outstanding Educator Award” at the National University of Singapore. His six research awards include the Emerald Literati Club 2003 Award for Excellence for the year’s most outstanding article in the International Journal of Service Industry Management. He serveson the editorial review boards of seven academic journals, including the International Journal of Service Industry Management, Journal of Service Research, andCornell Hotel and Restaurant Administration Quarterly, and is also an ad hoc reviewer for theJournal of Consumer Research and Journal of Marketing. Professor Wirtz chaired the American Marketing Association’s biennial Service Research Conference in 2005, and in 2006 he was the Chair for the Services Marketing Track at the Academy of Marketing Science Annual Conference.

Dr Wirtz has been an active management consultant, working with international consulting firms, including Accenture, Arthur D, Little, and KPMG, and major service firms in the areas of strategy, business development and customer feedback systems. Originally from Germany, Jochen Wirtz spent seven years in London before moving to Asia.

Customer Reviews

Services Marketing
CAUSE OBJECTIVES:

- To explain the real difference between goods and services and illustrate the fundamentals of services marketing.
- To explore the common characteristics of leading services firms that deliver extraordinary services value to their customers.
- To create services champions that challenge competitors on services issues.
CAUSE OUTLINE:

I. Understanding services
II. Service value as source of competitive advantage.
III. The service profit chain , Building customers loyalty
IV. Designing New services champion
V. Internal marketing. Building partnership to support frontline people.
VI. Service Branding- Creating a strong Brand
VII. Transactional Marketing. Enhancing Customer Experience.
VIII. Delivering services culture and delighting your customers.

Service Economy:

• Service account for 60% or more of western countries economy.
• In the US & European more then 70% of all workers are noe employed in services.
• Of those working in manufacturing 70% perform service tasks such as research logistic.
• In 1983 hardware revenues represented 83% of IBM total turnover. In 1997 hard ware represented only 46%.
• 80% start –up companies are services firms.
• The biggest part of IT investment comes from services industries .
• Japan’s services trade deficit was 50 billion US $ in 1999.
What is service?
- All economics activities of private firms whose outputs are other than tangible goods
Services:
- Intangible

- Perishability
- Inseparability between production and consumption
- Variability

a must-book for marketers
A nice book which helps to undersatsnd insights of service marketing. It assisted me in developing my business and attract more customers. I recommend this book to those who want to succeed in service business.