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Essentials of services marketing /
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Catalogue Record 140
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Item Information
Catalogue Record 140
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Catalogue Information
Catalogue Record 140
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Catalogue Information
Field name
Details
ISBN
0030288924
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Name
Hoffman, K. Douglas.
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Title
Essentials of services marketing / K. Douglas Hoffman, John E. G. Bateson.
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Edition
2nd ed.
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Published
Fort Worth : Harcourt College Publishers, c2002.
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Description
xxi, 569 p. : ill. ; 24 cm.
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Series
The Dryden Press series in marketing
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Notes
A variety of multi-media instructional aids are available to supplement the text.
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Note
Includes bibliographical references and index.
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Contents
Overview of services marketing: Introduction to services; Fundamental differences between goods and services; Overview of the services sector; Consumer decision process issues in services marketing; Ethical issues in services marketing -- Service strategy, managing the service experience: Service delivery process; Pricing of services; Developing the service communication mix; Managing the firm's physical evidence; People issues, managing employees and customers -- Assessing and improving service delivery: Defining and measuring customer satisfaction; Defining and measuring service quality; Service failures and recovery strategies; Customer retention; Putting the pieces together, creating the seamless service firm -- Cases.
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Subjects
Service industries -- Marketing.
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Added Names
Bateson, John E. G.
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Catalogue Information 140
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Catalogue Information 140
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Item Information
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R00352
658.8 HOFF 2002
NonFiction
Sydney
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R00332
658.8 HOFF 2002
NonFiction
Sydney
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Available
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Catalogue Record 140 ItemInfo
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Catalogue Record 140 ItemInfo
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