000			01294cam a2200193 a 4500
999			_c641 _d641
020			_a0030152178
022			_a9780030152177
050	0	0	_aHD9980.5 _b.H644
100	1		_aHoffman, K. Douglas.
245	1	0	_aEssentials of services marketing / _cK. Douglas Hoffman, John E. G. Bateson.
260			_aFort Worth : _bDryden Press, _cc1997.
300			_axxi, 505 p. _c24 cm.
440		4	_aThe Dryden Press series in marketing
500			_aIncludes 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.
942			_cBK