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333648

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OCoLC

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20020416112623.0

008		020725s2002 txua b 001 0 eng
020		\|a0030288924
035		\|a00341213
040		\|aDLC\|cDLC
042		\|apcc
049		\|aPVYA[][][][00469747]
050	00	\|aHD9980.5\|b.H644 2002
092	00	\|a658.8\|bH675, 2002
095		\|pBOOK\|d658.8\|eH675\|y2002
100	1	\|aHoffman, K. Douglas.
245	10	\|aEssentials of services marketing /\|cK. Douglas Hoffman, John E. G. Bateson.
250		\|a2nd ed.
260		\|aFort Worth :\|bHarcourt College Publishers,\|cc2002.
300		\|axxi, 569 p. :\|bill. ;\|c24 cm.
440	4	\|aThe Dryden Press series in marketing
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.
650	0	\|aService industries\|xMarketing.
700	1	\|aBateson, John E. G.

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