Essentials of services marketing / K. Douglas Hoffman, John E. G. Bateson.
Series: The Dryden Press series in marketingPublication details: Fort Worth : Harcourt College Publishers, 2002.Edition: 2nd edDescription: xxi, 569 p. : ill. ; 24 cmISBN:- 0030288924
| Current library | Call number | Status | Date due | Barcode |
|---|---|---|---|---|
| Manila Tytana Colleges Library CIRCULATION SECTION | CIR HD 9980.5 H64 2002 (Browse shelf(Opens below)) | Available | 015041 |
Browsing Manila Tytana Colleges Library shelves, Shelving location: CIRCULATION SECTION Close shelf browser (Hides shelf browser)
| CIR HD 9980.5 F58 2006 Service management : operations, strategy, and information technology / | CIR HD 9980.5 F58 2011 Service management : operations, strategy, information technology / | CIR HD 9980.5 G76 2007 Service management and marketing : customer management in service competition / | CIR HD 9980.5 H64 2002 Essentials of services marketing / | CIR HD 9980.5 H64 2006 Services marketing : concepts, strategies and cases / | CIR HD 9980.5 J64 2005 Service operations management : improving service delivery / | CIR HD 9980.5 K37 2006 Services marketing management : a strategic 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.
There are no comments on this title.