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Complete downloadable Test Bank for Services Marketing 6th Edition by Lovelock. INSTRUCTOR RESOURCE INFORMATION
TITLE: Services Marketing
EDITION: 6th Edition
AUTHOR: Lovelock, Wirtz

Table of content

1. New Perspectives on Marketing in the Service Economy
2. Customer Behavior in Service Encounters
3. Developing Service Concepts: Core and Supplementary Elements
4. Distributing Services through Physical and Electronic Channels
5. Exploring Business Models: Pricing and Revenue Management
6. Educating Customers and Promoting the Value Proposition
7. Positioning Services in Competitive Markets
8. Designing and Managing Service Processes
9. Balancing Demand against Productive Capacity
10. Crafting the Service Environment
11. Managing Service Employees for Competitive Advantage
12. Creating Relationships and Building Customer Loyalty
13. Achieving Service Recovery and Obtaining Customer Feedback
14. Improving Service Quality and Productivity
15. Organizing for Change Management and Service Leadership

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