Christopher Lovelock

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Product Plus: How Product + Service = Competitive Advantage

Christopher Lovelock

Based on an in-depth understanding of customer needs, the book's nucleus is its five-point "product plus" services: Information-how to transmit instructions and advice, take reservations, provide progress reports, and more; Hospitality-how to welcome customers with courteous greetings, comfortable waiting areas, readily available facilities, and more; Caretaking-how customers appreciate such extra touches as convenient parking, secure coatrooms, and personal care of their valuables; Exceptions-how companies can impress everyone with service for the handicapped, those with special dietary needs, and other "exceptional" customers; Payment-how to avoid the "one last chance to disappoint." With these principles in place, Lovelock illustrates how an organization can harness the power of modern technology to improve service quality. . .leverage employee skills. . .speed service delivery. . .reduce costs. . .and increase productivity. He goes behind the scenes of well-known service companies to see what makes them tick, details the best strategies of international companies, and flowcharts the customer's experience to see how buying decisions and product loyalty evolve.

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Marketing Public Transit: A Strategic Approach

Christopher Lovelock

Marketing Public Transit provides managers with a decision-making framework for planning, designing, and promoting public transportation--particularly in a time of limited resources. By using the proper "marketing mix"--of service, price, communication with customers and distribution--the appropriate solution to the diversity of problems facing the nation's mass transit systems can be better achieved.

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Marketing Public Transportation: Policies, Strategies, and Research Needs for the 1980's

Christopher Lovelock; Richard K. Robinson; American Marketing Association

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