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Part I: Understanding Service Products, Consumers and Markets

Chapter 1 Introduction to Services Marketing
Chapter 2 Consumer Behavior in a Services Context
Chapter 3 Positioning Services in Competitive Markets

Part II: Applying the 4Ps to Services

Chapter 4 Developing Service Products: Core and Supplementary Elements
Chapter 5 Distributing Service hrough Physical and Electronic Channels
Chapter 6 Setting Prices and Implementing Revenue Management
Chapter 7 Promoting Services and Educating Customers

Part III: Managing the Customer Interface

Chapter 8 Designing and Managing Service Processes
Chapter 9 Balancing Demand Against Productive Capacity
Chapter 10 Crafting the Service Environment
Chapter 11 Managing People for Service Advantage

Part IV: Implementing Profitable Service Strategies

Chapter 12 Managing Relationships and Building Loyalty
Chapter 13 Complaint Handling and Service Recovery
Chapter 14 Improving Service Quality and Productivity
Chapter 15 Organizing for Change Management and Service Leadership

Lovelock, Wirtz & Chew published Essentials of Services Marketing. It is a concise text with lively, full color illustrations, and an intuitive integrative framework that builds seamlessly on Principles of Marketing. The extensive use of conceptual models such as the Wheel of Loyalty and the Service Talent Cycle help students visualize how the services pieces fit together.  The book’s strong managerial perspective is reinforced by many vivid examples. For sample chapters email:jochen@nus.edu.sg