| 000 | 02737cam a2200361 a 4500 | ||
|---|---|---|---|
| 001 | 3551366 | ||
| 003 | APU | ||
| 005 | 20150810112117.0 | ||
| 008 | 970226s1997 txu b 001 0 eng d | ||
| 010 | _a 97158296 | ||
| 020 | _a0030152178 (hbk.) | ||
| 020 | _a9780030152177 (hbk.) | ||
| 035 | _a(OCoLC)36450371 | ||
| 035 | _aNNRB (FN0594(00)) RC | ||
| 040 |
_aNjPRFB _cNjPRFB _dANA |
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| 042 | _alccopycat | ||
| 050 | 0 | 0 |
_aHD9980.5 _b.H64 1997 |
| 082 | 0 | 0 |
_a658.802 _221 _bHOF 1997 |
| 100 | 1 |
_aHoffman, K. Douglas. _98142 |
|
| 245 | 1 | 0 |
_aEssentials of services marketing / _cK. Douglas Hoffman, John E. G. Bateson. |
| 260 |
_aFort Worth : _bDryden Press, _cc1997. |
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| 300 |
_axxi, 505 p. ; _c24 cm. |
||
| 440 | 4 |
_aThe Dryden Press series in marketing _98143 |
|
| 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. | |
| 520 | _aThe primary objective of [this book] is to provide instructional materials that not only introduce the student to the field of services marketing but also acquaint the student with specific customer service issues.... The [book first] concentrates on defining services marketing and providing the basic concepts that differentiate the marketing of services from the marketing of tangibles.... [It then discusses] topics that concern the management of the service encounter.... [The book also] focuses on customer satisfaction and service quality issues. Methods for tracking service failures and employee recovery efforts as well as customer retention strategies are also presented.... [The book concludes with] nine cases that illustrate the topics discussed throughout the book. -Pref. | ||
| 650 | 0 |
_aService industries _xMarketing. _97837 |
|
| 700 | 1 |
_aBateson, John E. G. _98144 |
|
| 856 | 7 |
_3Table of contents _uhttp://lcweb.loc.gov/catdir/toc/97-158296.html _2http |
|
| 906 |
_a7 _bcbu _ccopycat _d2 _encip _f19 _gy-gencatlg |
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| 942 |
_2lcc _cBook _06 |
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| 999 |
_c3974 _d3974 |
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