Services marketing and management B. Balaji.
Material type:
TextPublication details: New Delhi : S Chand, 2002.Edition: Second revised editionDescription: xii, 436 pages : illustrations ; 25 cmISBN: - 8121921619
- 9788121921619
- HD9880
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Methodist University Library Main General Stacks | Reference | HD9880 (Browse shelf(Opens below)) | Available | 12300 |
Includes index
Concept of service
Service characteristics
Service expectations
The service product
Service location
Pricing for services
Promoting services
The service process
Physical evidence
People and services
Services marketing organization and research
Service design
Service demand and supply
The Service delivery
Service quality
Service performance and measurement
The service encounter
Service employees and internal marketing
Customer management and service guarantees
Customer retention and relationship marketing
Service leadership
Service mix scenario
Service profitability productivity
International marketing of Services
Appendix
Index
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