Essentials of services marketing / (Record no. 641)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 01294cam a2200193 a 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 0030152178 |
| 022 ## - INTERNATIONAL STANDARD SERIAL NUMBER | |
| ISSN | 9780030152177 |
| 050 00 - CALL NUMBER | |
| Classification number | HD9980.5 |
| Item number | .H644 |
| 100 1# - AUTHOR | |
| Personal name | Hoffman, K. Douglas. |
| 245 10 - TITLE | |
| Title | Essentials of services marketing / |
| Statement of responsibility, etc | K. Douglas Hoffman, John E. G. Bateson. |
| 260 ## - PUBLICATION INFORMATION | |
| Place of publication | Fort Worth : |
| Name of publisher | Dryden Press, |
| Year of publication | c1997. |
| 300 ## - DESCRIPTION | |
| Number of Pages | xxi, 505 p. |
| Dimensions | 24 cm. |
| 440 #4 - SERIES | |
| SERIES | The Dryden Press series in marketing |
| 500 ## - NOTES | |
| General note | Includes index |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Table of Content | 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. |
| 650 #0 - SUBJECTS | |
| Topical Term | Service industries |
| General subdivision | Marketing. |
| 700 1# - OTHER AUTHORS | |
| Personal name | Bateson, John E. G. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Books |
| Withdrawn status | Lost status | Collection code | Home library | Current library | Shelving location | Date acquired | Full call number | Accession Number | Koha item type |
|---|---|---|---|---|---|---|---|---|---|
| Reference | Methodist University Library Main | Methodist University Library Main | General Stacks | 02/12/2003 | HD9980.5 .H644 | 10019 | Books | ||
| Methodist University Library Main | Methodist University Library Main | General Stacks | 02/12/2003 | HD9980.5 .H644 | 16641 | Books | |||
| Methodist University Library Main | Methodist University Library Main | General Stacks | 02/12/2003 | HD9980.5 .H644 | 10546 | Books |