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Essentials of services marketing / K. Douglas Hoffman, John E. G. Bateson.

By: Hoffman, K. DouglasContributor(s): Bateson, John E. GMaterial type: TextTextLanguage: English Series: The Dryden Press series in marketingPublication details: Fort Worth : India : Harcourt College Publishers, Thomson Learning, c2002. Edition: 2nd edDescription: xxi, 569 p. : ill. ; 24 cmISBN: 0030288924Subject(s): Service industries -- MarketingDDC classification: 658.8 LOC classification: HD9980.5 | .H644 2002Online resources: WorldCat details
Contents:
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.
Summary: 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 --
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Holdings
Item type Current library Collection Call number Copy number Status Date due Barcode Item holds
Text Text Dr. S. R. Lasker Library, EWU
Reserve Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-1 Not For Loan 18930
Text Text Dr. S. R. Lasker Library, EWU
Reserve Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-2 Not For Loan 19689
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-3 Available 19690
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-4 Available 19691
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-5 Available 19692
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-6 Available 19693
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-7 Available 19694
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-8 Available 19695
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-9 Available 19696
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-10 Available 19697
Text Text Dr. S. R. Lasker Library, EWU
658.8 HOE (Browse shelf(Opens below)) C-11 Available 5297-20119
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-12 Available 20120
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-13 Available 20121
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-14 Available 20122
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 HOE 2002 (Browse shelf(Opens below)) C-15 Available 20123
Total holds: 0

A variety of multi-media instructional aids are available to supplement the text.

Includes bibliographical references and index.

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.

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 --

BA

Shaharima Parvin

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