Professional Documents
Culture Documents
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1984 Lovelock, 1st edition 1991 Lovelock, 2nd edition 1996 - Lovelock, 3rd edition 2001 - Lovelock, 4th edition 2002 - Lovelock, Wirtz, and Keh, Services Marketing in Asia 2004 - Lovelock & Wirtz, 5th edition
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Whats New?
New co-author Jochen Wirtz New streamlined structure slimmed down from
18 chapters to 15, more tightly written
Coverage of latest research and developments New examples New readings 6 of 8 are new
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Born in Germany PhD in services marketing, London Business School (chair: John Bateson) Winner of six best paper awards, including (with Patricia Chew) most outstanding article of 2002 in International Journal of Service Industry, 2002 Co-author, Services Marketing in Asia (Prentice Hall 2001) Six awards for outstanding teaching, including university-wide award, 2003
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Jochen and family at Awards Banquet for NUS Outstanding Educator Award, 2003
NUS Outstanding Educator Award, (university-wide) 2003 (Only two awards each year among 2,700 NUS faculty) Previous teaching Awards at NUS Business School, 1996, 1998, 1999, 2001, 2002
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Primary targets
MBA courses in services marketing, service management Upper division undergraduate courses (same)
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Services Marketing 5/e: A Simple, Intuitive Structure Students Understand Right Away
Part I Part I I Part Understanding Service Products, Consumers & Markets Understanding Services, Consumers & Markets Understanding Services, Consumers & Markets
Introduction to Services Marketing Introduction to Services Marketing Consumer Behavior and Service Encounters Consumer Behavior and Service Encounters Positioning Services in Competitive Markets Positioning Services in Competitive Markets
Part II Part II Key Elements of Services Marketing Key Elements of Services Marketing
Creating the Service Product Creating the Service Product Designing the Service Communications Mix Designing the Service Communications Mix Pricing and Revenue Management Pricing and Revenue Management Distributing Services Distributing Services
Part III Part III Managing the Service Delivery Process Managing the Service Delivery Process
Designing and Managing Service Processes Designing and Managing Service Processes Balancing Demand and Capacity Balancing Demand and Capacity Planning the Service Environment Planning the Service Environment Managing People for Service Advantage g Managing People for Service Advantage
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Implementation in a Course
Not built around a central conceptual framework that must be built through a pre-defined sequence of chapters Instead, offers a toolbox of important concepts and theoretical constructs that have practical application to management Very flexibleafter Part 1, chapters can be taught in multiple sequences; certain topics can be omitted in short courses Links research findings to good managerial practice End-chapter questions, cases study questions, and suggested student papers/projects get students to work through concepts, come
Services Marketing 5/E
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Positioning distinguishes a service brand from its competitors Using positioning maps to plot competitive strategy
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People Processing
e.g., airlines, hospitals, haircutting, restaurants hotels, fitness centers
Possession Processing
e.g., freight, repair, cleaning, landscaping, retailing, recycling
INTANGIBLE ACTS
Information Processing
(directed at intangible assets)
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Positioning after New Hotel Construction: Price vs. Service Level (Fig. 3.6)
Mandarin New Grand Heritage Marriott Continent al Expensive
Action? Regency PAL ACE Shangri -La No action? Atlantic Sheraton Italia
High Service
Moderate Service
Less Expensive
Castle Alexander I V
Airport Plaza
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5. Designing the Communications Mix for Services 6. Pricing and Revenue Management
Activity based costing (ABC) Revenue management (+ Kimes & Chase reading + 2 cases) Ethical concerns and perceived fairness in pricing policies
7. Distributing Services
Place, cyberspace, and time Role of intermediaries, franchising (Aussie Pooch case) International distribution of services
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Billing
Cor e
Order-Taking
KEY:
Exceptio ns
Hospitality
Safekeeping
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As enhanced by distributor
As experienced by customer
Core
Core
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Hotel exterior, lobby, employees, key Make Customer reservation Actions Employee Actions Face-to-face Phone Contact Arrive, valet park Doorman greets, valet takes car Check-in at reception t Receptionist verifies, gives key to room
Rep. records, confirms Valet Parks Car Enter data Register guest data
Services Marketing 5/E
Make up Room
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13. Customer Feedback and Service Recovery 14. Improving Service Quality and Productivity 15. Organizing for Service Leadership
Integrating marketing, operations, and human resources Moving up the service leadership ladder losers, nonentities, professionals, leaders Individual leadership qualities, culture and climate
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Customer Loyalty
2. Create Loyalty Bonds
Give loyalty rewards
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onship
D e e p e n t h e r e l a ti
Slide 2004 by Christopher Lovelock and Jochen Wirtz Services Marketing 5/E
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Any one or aacombination of Any one or combination of these responses is possible these responses is possible
Cause and Effect Chart for Airline Departure Delays (Fig. 14.3)
Facilities, Equipment Frontstage Personnel Procedure
Gate agents Aircraft late to gate cannot process Mechanical fast enough Failures Late pushback
Customers
Materials,
Supp
lies
Backstage Personnel
Information
Eight Readings Important Insights from Thoughtful Practitioners and Leading Researchers
On average, shorter than those in previous edition Two carried over from 4th edition, six new Academic authors featured are:
Len Berry, Dick Chase, Marc Epstein, Ray Fisk, Steve Grove,
Sherri Kimes, Kay Lemon, Roland Rust, Tony Simons, Robert Westbrook, Valarie Zeithaml
service brand equity, yield management, leading the customer experience, investing to build customer equity, why service stinks, action-profit linkage model
Services Marketing 5/E
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12 cases are new to this edition, 3 carried over from 4th Students will appreciate an exceptionally up-to-date
selection all 2000 or later, most 2003 or 2004
A mix of lengths and levels of difficulty Cases drawn from Harvard, Yale, and INSEAD collections,
as well as new cases from Lovelock and Wirtz
A broad cross-section of service industries and situations Teaching notes provide detailed analysis and teaching
suggestions to help instructors do a great job in class
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Most Cases Can Be Used for Class or Written Assignments; Depict a Wide Array of Situations
Car sales and repair Telecommunications Retail banking Apparel retailing Hotels Franchised dog washing
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Aussie Pooch Mobile: When the Client is a Dog, CB means Canine Behavior
APM franchisee Elaine Beal washes Zak the Rottweiler outside his owners home in suburban Brisbane
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Review questions and application exercises Suggested study questions for all cases Good selection of graphics (many also as PowerPoints)
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Summaries of chapters with teaching hints Answers to study questions Sample course outlines Summaries of readings with teaching hints 16 student exercises and 5 comprehensive projects Advice on how to succeed in case teaching Outstanding teaching notes for cases
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