Essentials of services marketing : concept , strategics and cases / K. Douglas Hoffman, John E. G. Bateson.

By:

Hoffman, K. Douglas

Contributor(s):

Bateson, John E. G

Material type: Text

TextSeries: The Dryden Press series in marketingPublication details: Australia : South-Western , c2001.Edition: 2nd edDescription: xxi, 569 p. : ill. ; 24 cmISBN:

978-0030288920

Subject(s):

Service industries -- Marketing

DDC classification:

658.802 H699e 2001 21

LOC classification:

HD9980.5 .H644 2002

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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Holdings
Item type	Current library	Call number	Copy number	Status	Barcode
Books	Premier University Business Library	658.802 H699e 2001	21	Available	22974
Books	Premier University Business Library	658.802 H699e 2001	22	Available	22975
Books	Premier University Business Library	658.802 H699e 2001	23	Available	22976
Books	Premier University Business Library	658.802 H699e 2001	24	Available	22977
Books	Premier University Business Library	658.802 H699e 2001	25	Available	22978
Books	Premier University Business Library	658.802 H699e 2001	26	Available	22979
Books	Premier University Business Library	658.802 H699e 2001	27	Available	22980
Books	Premier University Business Library	658.802 H699e 2001	28	Available	22981
Books	Premier University Business Library	658.802 H699e 2001	29	Available	22982
Books	Premier University Business Library	658.802 H699e 2001	30	Available	22983
Books	Premier University Business Library	658.802 H699e 2001	1	Available	21145
Books	Premier University Business Library	658.802 H699e 2001	2	Available	21153
Books	Premier University Business Library	658.802 H699e 2001	3	Available	21151
Books	Premier University Business Library	658.802 H699e 2001	4	Available	21142
Books	Premier University Business Library	658.802 H699e 2001	5	Available	21138
Books	Premier University Business Library	658.802 H699e 2001	6	Available	21136
Books	Premier University Business Library	658.802 H699e 2001	7	Available	21147
Books	Premier University Business Library	658.802 H699e 2001	8	Available	21152
Books	Premier University Business Library	658.802 H699e 2001	9	Available	21155
Books	Premier University Business Library	658.802 H699e 2001	10	Available	21150
Books	Premier University Business Library	658.802 H699e 2001	11	Available	21139
Books	Premier University Business Library	658.802 H699e 2001	12	Available	21144
Books	Premier University Business Library	658.802 H699e 2001	13	Available	21146
Books	Premier University Business Library	658.802 H699e 2001	14	Available	21137
Books	Premier University Business Library	658.802 H699e 2001	15	Available	21149
Books	Premier University Business Library	658.802 H699e 2001	16	Available	21143
Books	Premier University Business Library	658.802 H699e 2001	17	Available	21148
Books	Premier University Business Library	658.802 H699e 2001	18	Available	21154
Books	Premier University Business Library	658.802 H699e 2001	19	Available	21141
Books	Premier University Business Library	658.802 H699e 2001	20	Available	21140

A variety of multi-media instructional aids are available to supplement the text.

Includes bibliographical references and index.

BBA , MBA , EMBA .

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