Rating: 
Summary: Learn to think & execute a service business successfully.
Review: "Services Marketing" is written as a series of articles, each of which covers a particular subject in depth. This is not the kind of book which you read from beginning to end, but the articles include interesting material, so you may find yourself dipping into chapters without following any definite plan. The book is strong on marketing theory, and it includes extracts from numerous case studies which illustrate the propositions being discussed. The examples cover a wide range of industries and usually refer to real-life organizations such as Fedex, United Airlines, Citibank, Domino's Pizza.... The reason I first looked at this book, was because I came from a product background and needed to learn new skills that could be directly applied to ACSL's business: which is marketing information services. So it helped me as a newbie in marketing services. However, my co-editor from whom I borrowed this book, was at that time the European marketing manager of a major computer services company, and she found different aspects of the book useful. So we have no hesitation recommending it whatever your job title or previous experience. "Services Marketing" is helpful whether you're just looking for a sourcebook to give you new ideas to use in your latest promotion, or whether you're looking for a framework to help you reorganize your international business around a marketing services culture. The chapter headings in this book include:- UNDERSTANDING SERVICES 1 Distinctive Aspects of Services Marketing 2 The Customer Experience 3 Developing Frameworks for Understanding Services Marketing STRATEGIC ISSUES 4 Positioning a Service in the Marketplace 5 Managing the Customer Portfolio 6 Managing Demand TOOLS FOR SERVICE MARKETERS 7 Creating and Delivering Services 8 Understanding Costs and Developing Pricing Strategies 9 Communicating and Promoting Services 10 Developing and Managing the Customer-Service Function CHALLENGES FOR SENIOR MANAGEMENT 11 Improving Service Quality and Productivity 12 Organizing and Implementing the Marketing Effort
Rating:
Summary: Learn to think & execute a service business successfully.
Review: "Services Marketing" is written as a series of articles, each of which covers a particular subject in depth. This is not the kind of book which you read from beginning to end, but the articles include interesting material, so you may find yourself dipping into chapters without following any definite plan. The book is strong on marketing theory, and it includes extracts from numerous case studies which illustrate the propositions being discussed. The examples cover a wide range of industries and usually refer to real-life organizations such as Fedex, United Airlines, Citibank, Domino's Pizza.... The reason I first looked at this book, was because I came from a product background and needed to learn new skills that could be directly applied to ACSL's business: which is marketing information services. So it helped me as a newbie in marketing services. However, my co-editor from whom I borrowed this book, was at that time the European marketing manager of a major computer services company, and she found different aspects of the book useful. So we have no hesitation recommending it whatever your job title or previous experience. "Services Marketing" is helpful whether you're just looking for a sourcebook to give you new ideas to use in your latest promotion, or whether you're looking for a framework to help you reorganize your international business around a marketing services culture. The chapter headings in this book include:- UNDERSTANDING SERVICES 1 Distinctive Aspects of Services Marketing 2 The Customer Experience 3 Developing Frameworks for Understanding Services Marketing STRATEGIC ISSUES 4 Positioning a Service in the Marketplace 5 Managing the Customer Portfolio 6 Managing Demand TOOLS FOR SERVICE MARKETERS 7 Creating and Delivering Services 8 Understanding Costs and Developing Pricing Strategies 9 Communicating and Promoting Services 10 Developing and Managing the Customer-Service Function CHALLENGES FOR SENIOR MANAGEMENT 11 Improving Service Quality and Productivity 12 Organizing and Implementing the Marketing Effort
Rating:
Summary: An excellent book on Services Marketing
Review: a) The subject content is very good and is quite informative with the relevant examples of the best practices and cases. Gives good insights into the various aspects of Services Marketing and changes your perspective.
b) The paper used is just perfect (not a glossy) which gives a great reading pleasure.
Rating:
Summary: Es un excelente libro. Los casos excepcionales.
Review: Este es un excelente libro para quienes laboramos en la industria del servicio. Laboro en la empresa de servicios electricos más grande de Costa Rica, Centro América.Estoy interesado en conocer la experiencia o casos que tenga el autor en Servicios Electricos, especificamente en Mercadeo Directo con clientes industriales y residenciales.
Rating:
Summary: Es un excelente libro. Los casos excepcionales.
Review: Este es un excelente libro para quienes laboramos en la industria del servicio. Laboro en la empresa de servicios electricos más grande de Costa Rica, Centro América.Estoy interesado en conocer la experiencia o casos que tenga el autor en Servicios Electricos, especificamente en Mercadeo Directo con clientes industriales y residenciales.
Rating:
Summary: Review by Venkat
Review: Its a very useful book covering all aspects of services marketing. Contents are well organised with real world examples, frameworks that you can apply to practical issues etc. I have read through all the chapters in the book and a few headings very interesting
1) Loyalty
2) Managing services people
3) Understanding service quality
4) Power of service guarantee
I strongly recommend anyone interested in services marketing to buy this book.
Rating:
Summary: A must-read for a good grounding in services marketing
Review: Services Marketing by Lovelock and Wirtz is a down-to-earth practical textbook that covers the myriad facets of services marketing. I like it because it showcases real-life examples, and ties theory and models neatly in with practical examples that MBA students can easily relate to.
Rating:
Summary: Great book! Revolutionary thinking!
Review: This is one of the best books for MBA courses. It captures most of the best and realistic ideas to keep a company having a real competitve edge through service. With competition heat up everywhere, service is the key to differentiation and this book tells you how to do it.
Rating:
Summary: Great book! Revolutionary thinking!
Review: This is one of the best books for MBA courses. It captures most of the best and realistic ideas to keep a company having a real competitve edge through service. With competition heat up everywhere, service is the key to differentiation and this book tells you how to do it.
Rating:
Summary: Synthesizes all the best practices and leading edge thinking
Review: This is such a well-written and well-organized book that you can simply read from cover-to-cover or jump into your interested chapters right away. Not only does the authors present you with their in-depth coverage of the various services related topics, supplementary materials (papers, cases) from other excellent sources/authors make this an absolute encyclopedia of services marketing and a coherent contemporary literature for both novices and seasoned practitioners. This is THE book for this very under-written and immensely critical topic of services marketing and an essential reading for the 60-80% of the workforce who are involved in the ever growing services sector.
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