Christopher Lovelock's research while affiliated with Yale University and other places
What is this page?
This page lists the scientific contributions of an author, who either does not have a ResearchGate profile, or has not yet added these contributions to their profile.
It was automatically created by ResearchGate to create a record of this author's body of work. We create such pages to advance our goal of creating and maintaining the most comprehensive scientific repository possible. In doing so, we process publicly available (personal) data relating to the author as a member of the scientific community.
If you're a ResearchGate member, you can follow this page to keep up with this author's work.
If you are this author, and you don't want us to display this page anymore, please let us know.
It was automatically created by ResearchGate to create a record of this author's body of work. We create such pages to advance our goal of creating and maintaining the most comprehensive scientific repository possible. In doing so, we process publicly available (personal) data relating to the author as a member of the scientific community.
If you're a ResearchGate member, you can follow this page to keep up with this author's work.
If you are this author, and you don't want us to display this page anymore, please let us know.
Publications (63)
Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.
This book takes on a strong managerial approach presen...
Chapter 12 focuses on achieving profitability through creating relationships with customers from the right segments, and then finding ways to build and reinforce their loyalty using the Wheel of Loyalty as an organizing framework. This chapter closes with a discussion of customer relationship management (CRM) systems.
Chapter 5 examines the time and place elements. Manufacturers usually require physical distribution channels to move their products. However, some service businesses are able to use electronic channels to deliver all (or at least some) of their service elements. For the services delivered in real time with customers physically present, speed and co...
Chapter 13 examines how effective complaint handling and professional service recovery can be implemented. It starts with a review of consumer complaining behavior and the principles of effective service recovery. Service guarantees are discussed as a powerful way of institutionalizing effective service recovery and an effective marketing tool that...
Teaching Case: In the course of a single day, a busy young woman makes use of a wide array of services.
Chapter 8 begins with the design of an effective service delivery process, specifying how operating and delivery systems link together to create the promised value proposition. Very often, customers are actively involved in service creation, especially if acting as co-producers, and the process becomes their experience. Furthermore, the increasingl...
Both productivity and quality are necessary and related to financial success in services. Chapter 14 discusses how to diagnose quality shortfalls using the Gaps Model and reviews strategies to close quality gaps. Customer feedback systems are introduced as an effective tool for systematically listening to and learning from customers. Productivity i...
Chapter 1 highlights the importance of services in our economies. We also define the nature of services and how they create value for customers without transfer of ownership. The chapter highlights some distinctive challenges involved in marketing services and introduces the 7 Ps of services marketing.
The framework shown in Figure I on the facin...
Chapter 15 starts with a discussion on the impact of customer satisfaction on a firm’s financial performance and shareholder value. It covers next the characteristics of world-class service organizations and introduces four levels of service performance — service loser, nonentity, professional, and service leader. An audit tool that helps to assess...
Chapter 6 provides an understanding of pricing from both the firm and customer’s points of view. For firms, the pricing strategy determines income generation. Service firms need to implement revenue management to maximize the revenue generated from available capacity at any given time. From the customer’s perspective, price is a key part of the cos...
Chapter 3 discusses how to develop a customer-driven services marketing strategy and how a value proposition should be positioned in a way that creates competitive advantage for the firm. This chapter first links the customer, competitor, and company (commonly referred to as “3 Cs”) analysis to a firm’s positioning strategy. The core of the chapter...
Chapter 2 provides a foundation for understanding consumer needs and behaviors related to services. The chapter is organized around the three-stage model of service consumption. This model explores how customers search for and evaluate alternative services, make purchase decisions, experience and respond to service encounters, evaluate service perf...
Problems arise when a large bank, attempting to develop a stronger customer service orientation, enlarges the customer service representatives’ responsibilities to include selling activities.
Chapter 4 discusses what exactly is a service product, its benefits, components, and the Flower of Service model. A service concept includes both the core and supplementary elements. The supplementary elements both facilitate and enhance the core service offering. This chapter also covers branding, tiered service products, and explains how service...
A Philippine fast food company has achieved market dominance in three segments in its home country — burgers and chicken, pizzas, and Chinese food — beating out well-known international competitors such as McDonald’s and Pizza Hut. What is the secret to its domestic success and what are the lessons for its international ventures?
Chapter 7 deals with how firms should communicate with their customers about their services through the use of promotion and education. As customers are co-producers and can affect how others experience a service performance, much communication in services marketing is educational in nature so as to teach customers how to effectively move through s...
Chapter 11 introduces people as a defining element of many services. Many services require direct interaction between customers and service employees. The nature of these interactions strongly influences how customers perceive service quality. Hence, service firms devote a significant amount of effort to recruiting, training, and motivating their e...
Chapter 10 focuses on the physical environment also known as the servicescape. It needs to be engineered to create the desired service experience and facilitate the effective delivery of service processes. The servicescape needs to be managed carefully as it can have a profound impact on customers’ impressions, guide their behavior throughout the s...
Chapter 9 relates to process management with a focus on widely fluctuating demand and how to balance the level and timing of customer demand against available productive capacity. Well-managed demand and capacity lead to smooth processes with less waiting time for customers. Marketing strategies for managing demand involve smoothing demand fluctuat...
The 9th edition of the best-selling text Services Marketing: People, Technology, Strategy will be available in Aug 2021. The attached file gives a sneak preview of the pictorial summaries of its 15 chapters and the new research that has been integrated since the last edition. ===> New topics that were included are service robots, AI, intelligent au...
> Get the book on Amazon @ https://www.amazon.com.br/Marketing-Servi%C3%A7os-Pessoas-Tecnologia-Estrat%C3%A9gia/dp/8571441227/
>>> Líder global em marketing de serviços, este livro apresenta, de maneira sólida e fascinante, o mais completo painel dos diferentes setores de serviços e seus principais desafios. Este é um verdadeiro manual que oferece...
Offering a comprehensive view of a field that is evolving at an unprecedented pace, Essentials of Services Marketing, Third Edition, is a concise, reader-friendly guide to marketing and managing services. Encompassing pioneering service concepts and the latest developments, academic research as well as managerial insights, this book combines a prac...
Services dominate the expanding world economy as never before, and technology continues to evolve in dramatic ways. Established industries and their often famous and old companies decline and may even disappear as new business models and industries emerge. Competitive activity is fierce, with firms often using new strategies and technologies to res...
Creating and marketing value in today’s increasingly service and knowledge-intensive economy requires an understanding of the powerful design and packaging of ‘intangible’ benefits and products, high-quality service operations and customer information management processes, motivated and competent front-line employees, a loyal and profitable custome...
A Philippine fast foods company has achieved market dominance in three segments in its home country — burgers and chicken, pizzas, and Chinese food — beating out such well-known international competitors as McDonald’s and Pizza Hut. What is the secret to its domestic success and what are the lessons for its international ventures?
You’ll find that this text takes a strongly managerial perspective, yet is rooted in solid academic research, complemented by memorable frameworks. Our goal is to bridge the all-too-frequent gap between theory and the real world. Practical management applications are reinforced by numerous examples within the 15 chapters. Complementing the text are...
Defines transnational strategy as the integration strategy formulation and implementation across all countries in which the company elects to do business, in contrast to a multidomestic (or “multilocal”) approach that provides for independent development and implementation of strategy by management units within each country. Asks how different type...
This article provides a framework for developing global strategies for service businesses. It integrates existing, separate frameworks on globalization and on service businesses, analyzes how the distinctive characteristics of service businesses affect globalization and the use of global strategy, and diagnoses which aspects favor globalization and...
Sumario: Se examina cómo pueden ser las fuerzas de la mundialización y el empleo de una estrategia mundializada de aplicación a varias clases de servicios, y en qué se diferencian de las empresas industriales. Para llevar a cabo este análisis, se combinan dos marcos de trabajo, uno de ellos para analizar la estrategia mundial y el otro para estudia...
Traducción de: Services Marketing: People, Technology, Strategy Contenido: Partes I) Comprensión de los mercados, productos y clientes de servicios; II) Creación del modelo de servicio; III) Administración de la interfase del cliente; IV) Implementación de estrategias de servicio redituables.
Citations
... By augmenting products with services, enterprises stabilize their revenues [1]. Often, services are used by the customer as a substitute for owning or using goods[2]. This allows enterprises to concentrate on their core competencies and outsource nonstrategic activities to service providers. ...
... ° e range of deÿ nitions of a front end and back end di˜ er in descriptions, however it seems that most people agree on the purpose and how to distinguish both. Lovelock et al. (2006) describes the front end as the part of the service that contains the activities of the customer and the service provider's activities that are visible to the customer. ° e back end contains the activities not visible to the customer. ...
Reference: Service Design by Industrial Designers
... Selain itu, pihak perbankan perlu selalu berinovasi teknologi dalam hal mempermudah para nasabah dalam melakukan transaksi ataupun jasa perbankan lainnya serta memberikan informasi terbaru kepada nasabah tentang kemudahan dan keuntungan dalam menggunakan layanan perbankan. Apabila kualitas layanan tidak memuaskan, perusahaan berpotensi ditinggalkan pelanggannya(Wirtz & Lovelock, 2017). Kualitas layanan ditentukan oleh kemampuan bank memenuhi kebutuhan dan keinginan pelanggan sesuai dengan ekspektasi nasabah.4. ...
![[object Object]](https://i1.rgstatic.net/ii/profile.image/272499141246992-1441980266604_Q64/Jochen-Wirtz.jpg)
... To provide different types of information at the landing page, without stopping participants from starting the questionnaire, we provided REACT related information, testimonials and early detection information ( Figure 2) on a carousel, a moving display that changes images every 20 seconds (but also can be changed instantly by clicking on the arrows). [48][49], we wanted to use a colour that would be encouraging and invite participation. Originally, we used green, which is often related to health and nurturance [49]. ...
... These frameworks help inform clients and garner trust by establishing detailed requirements and specifications to guide the provision of services. However, there are also benefits on the consultancy side above increasing confidence and trust; standards can also increase productivity, morale, in-house communication and, subsequently, improve client satisfaction (Weakliem and Frenkel, 2006;Wirtz and Lovelock, 2022). ...
... Based on complaints, handling is part of the profit centre in retaining the profitable customer. In order to resolve the problem, seller must: (i) act fast, (ii) admit mistake but don't be defensive, (iii) show that we understand the problem from the customer point of view, (iv) don't argue with customer, (v) acknowledge the customer feeling and (vi) treated the customer as though they have a valid complaint (Wirtz & Lovelock, 2016). Homestay program in Malaysia is a service-based program. ...
... In line with this thinking, service quality improvements were expected to lead to customer satisfaction, help retain existing customers, attract new ones, and result in profit expansion and a gained market share ( Hu & Kai, 2004;Mohsin, 2007;Rahman, 2006). A satisfied customer becomes an advocate for the organisation, is increasingly less easily persuaded by competitors ( Lovelock & Wirtz, 2007), and is more likely to repurchase the organisation's products and services ( Ferrel & Hartline, 2010;Othman, Zahari & Radzi, 2013;Wu, 2015), and show positive behavioural intentions, such as word-of-mouth advertising and loyalty ( Wang & Hung, 2015). However, contemporary tourism and hospitality research suggests that the traditional dimensions of service quality might not address the affective and holistic factors required for high-quality overall service experiences. ...
... Contribution in IMC criteria is one of the criteria that affect marketing communication, it needs to take a variety of factors into account, the information processing model of communication effectiveness can be useful in locating and analyzing the relevant opportunity, ability, and motivation factors that influence how consumers choose communication options [7]. IMC combines and strengthens all communications to establish a strong brand identity despite the numerous channels customers and prospects have access to for message delivery [8]. Service-based marketing communication is the result of closely integrating and coordinating the activities of marketing, operations, human resources, and information technology (IT) to ensure the success of a business, th e service marketing communications mix refers to the blend of communication channels that are available to the majority of service marketers [8]. ...
... Travel destination marketers have realized the growing importance of brand equity in promoting their travel destinations. As noted in some marketing materials, the brand elements of the product are not applied directly to the service product (Farhana, 2012;Wirtz & Lovelock, 2021). Lucarelli (2012) stated that the development and measurement of brand equity becomes a challenge depending on the complexity of particular brand goal. ...
... Situating is perceived to be the way by which items are conveyed and the way through which clients are taught with regards to the independence of the business. To develop the upper hand, it is critical to learn to adjoin how the item should contend and to acknowledge by what direction; the shopper brands are contending in the current market (Wirtz & Lovelock, 2017). ...
