000			01973cam a22003374a 4500
001			12383881
003			BD-ChPU
005			20161019105148.0
008			010418s2002 txua b 001 0 eng
010			_a 2001090107
020			_a978-0030288920
040			_aDLC _cDLC _dDLC _dBD-ChPU _bENG
042			_apcc
050	0	0	_aHD9980.5 _b.H644 2002
082	0	0	_a658.802 H699e 2001 _221
100	1		_aHoffman, K. Douglas. _91906
245	1	0	_aEssentials of services marketing : _bconcept , strategics and cases / _cK. Douglas Hoffman, John E. G. Bateson.
250			_a2nd ed.
260			_aAustralia : _bSouth-Western , _cc2001.
300			_axxi, 569 p. : _bill. ; _c24 cm.
440		4	_aThe Dryden Press series in marketing _91907
500			_aA variety of multi-media instructional aids are available to supplement the text.
504			_aIncludes bibliographical references and index.
505	0		_aOverview 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.
526			_aBBA , MBA , EMBA .
650		0	_aService industries _xMarketing. _91908
700	1		_aBateson, John E. G. _91909
906			_a7 _bcbc _corignew _d2 _eepcn _f20 _gy-gencatlg
942			_2ddc _cBK
999			_c673 _d673