Managing services : marketing, operations, and human resources

Christopher H. Lovelock

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Customer Service Quality and Loyalty Service and Product Innovation Business and Management Studies

Abstract

The challenge of services understanding services - breaking free from industry tunnel vision designing and delivering services managing capacity and managing demand the search for service quality customer service the human dimension in services management strategy and integration.

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1999An examination of service-related antecedents to retail store performance 1989Assessing Operations Management from a Strategic Perspective 1994It's Showtime: On the Workplace Geographies of Display in a Restaurant in Southeast England 1989Quality in the Service Sector: A Review 1991Operations as marketing: A competitive service strategy 2000Building customer relationships: do discount cards work?2006The WOW factor: Creating value through win-back offers to reacquire lost customers 2004Market orientation, brand investment, new service development, market position and performance for service organisations

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