Essentials of services marketing /
Book
| Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|
| Riara University Library General stack | HD 9980.5.H644 2002 (Browse shelf (Opens below)) | C.1 | Available | 6980/16 |
Browsing Riara University Library shelves, Shelving location: General stack Close shelf browser (Hides shelf browser)
| HD9980.5.B38 1991 Managing services marketing : | HD9980.5.B38 1991 Managing services marketing : | HD9980.5.B38 1991 Managing services marketing : | HD 9980.5.H644 2002 Essentials of services marketing / | HD9980.5.K87 1998 Services marketing / | HD9980.5.L68 2004 Service marketing:an Asia-Pacific and Australian perspective / | HD9980.5.L68 2007 Service marketing: An Asia-Pacific Perspective / |
A variety of multi-media instructional aids are available to supplement the text.
Includes bibliographical references and index.
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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