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Services marketing: concepts, strategies and cases

Author: Hoffman, Douglas K. Publisher: South-Western College Publishing, 2005.Edition: 3rd ed.Language: EnglishDescription: 588 p. : Photos ; 22 cm.ISBN: 0324319967Type of document: Book Bibliography/Index:
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Asia Campus
Main Collection
Print HF5415.55 .H64 2005
(Browse shelf)
Available 900094156
Total holds: 0


1Chapter Chapter Chapter Chapter Chapter Service marketing AN OVERVIEWOF SERVICESMARKETING 1 2 3 4 5 An Introduction to Services Fundamental Differences Between Goods and Services An Overview of the Services Sector The Consumer Decision Process in Services Marketing Ethical Issues in Services Marketing 2 26 55 80 105 SERV~CE STRATEGY: MANAGINGTHE SERVICEEXPERIENCE 131 Chapter Chapter Chapter Chapter Chapter Chapter 6 7 8 9 10 11 Service Delivery Process The Pricing of Services Developing the Service Communications Mix Managing the Firm's Physical Evidence People Issues: Managing Service Employees People Issues: Managing Service Customers 132 165 192 222 251 276 PART Chapter Chapter Chapter Chapter Chapter 3 / ASSESSINGAND IMPROVING DELIVERY SERVICE 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 299 300 330 359 388 41 8 12 13 14 15 16 PART Glossary Index 4 1 CASES 445

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