Table of Contents

Part 1 Understanding the nature of service products and markets 1 Marketing in the service economy 2 Customer behaviour, culture and service encounters 3 Positioning services in competitive markets 67 Part 2 Building the service model and creating customer value 4 Developing service products: core and supplementary service elements 5 Distributing services through physical and electronic channels 6 Understanding costs and developing pricing strategy 7 Balancing productive capacity and demand 8 Integrated services marketing communications 9 Managing people for service advantage 10 Crafting the service environment Part 3 Challenges for senior management 11 Managing the customer service function 12 Customer satisfaction and service quality 13 Managing relationships and building loyalty 14 Handling customer complaints and managing service recovery Part 4 Cases Download the detailed Contents List. (107 Kb)

About the Author

Christopher Lovelock
The late Christopher Lovelock was one of the pioneers of services marketing. He consulted and gave seminars and workshops for managers around the world, with a particular focus on strategic planning in services and managing the customer experience. From 2001 to 2008 he had been an adjunct professor at the Yale School of Management, where he taught services marketing in the MBA program. 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 included 11 years on the faculty of the Harvard Business School and two years as a visiting professor at IMD in Switzerland. He has 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 27 books, Professor Lovelock has seen his work translated into 14 languages. He served on the editorial review boards of the Journal of Service Management, Journal of Service Research, Service Industries Journal, Cornell Hospitality Administration Quarterly and Marketing Management, and served as an ad hoc reviewer for the Journal of Marketing. Widely acknowledged as a thought leader in services, Christopher Lovelock has been honoured with the American Marketing Association's prestigious Award for Career Contributions in the Services Discipline. Recognised many times for excellence in case writing, he has twice won top honours in the BusinessWeek European Case of the Year award.

Paul G. Patterson, PhD, is Professor of Marketing in the Australian School of Business at the University of New South Wales, Sydney, Australia. He holds marketing, economics and management degrees from the University of Wollongong, the University of Technology, Sydney, and the University of New South Wales. Prior to joining academia, he spent 20 years in industry and held management and marketing positions in the banking, telecommunications, marketing research and public sectors, and later with an international management consultancy firm. He has taught at the universities of Wollongong, Sydney (Graduate School of Management), University of Technology, Sydney (UTS), Michigan State University in the USA, and been a Visiting Professor at Fudan University (China), Vietnamese National University, Assumption University Graduate School, Mahidol, Chiang Mai and Thammasat Universities in Thailand. His research, teaching and consulting interests revolve around marketing issues in service industries. More specifically his interests revolve around issues around consumer psychology in service industries. In 2013 he received the American Marketing Association award for career contribution to the service science. In 2010 he received the Distinguished Researcher award from the Australian and New Zealand Marketing Academy, while in 2008 he was the recipient of The Outstanding PhD Supervision Award from The Australian School of Business. In the past decade his research has been cross-cultural in nature - in particular examining various models of consumer behaviour across East-West cultures.