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Essentials of services marketing /

Catalogue Information
Field name	Details
ISBN	0030288924-
Name	Hoffman, K. Douglas.-
Title	Essentials of services marketing / K. Douglas Hoffman, John E. G. Bateson.-
Edition	2nd ed.-
Published	Fort Worth : Harcourt College Publishers, c2002.-
Description	xxi, 569 p. : ill. ; 24 cm.-
Series	The Dryden Press series in marketing-
Notes	A variety of multi-media instructional aids are available to supplement the text.-
Note	Includes bibliographical references and index.-
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.-
Subjects	Service industries -- Marketing.-
Added Names	Bateson, John E. G.-

Item Information
Barcode	Shelf Location	Collection	Volume Ref.	Branch	Status	Due Date	Res.	Issue
R00352	658.8 HOFF 2002	NonFiction		Sydney	. Available .		Select this item	Select this item
R00332	658.8 HOFF 2002	NonFiction		Sydney	. Available .		Select this item	Select this item