Essentials of services marketing / K. Douglas Hoffman, John E. G. Bateson.
Material type: TextLanguage: 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 detailsItem type | Current library | Collection | Call number | Copy number | Status | Date due | Barcode | Item holds |
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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 | 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 | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-3 | Available | 19690 | ||
Text | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-4 | Available | 19691 | ||
Text | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-5 | Available | 19692 | ||
Text | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-6 | Available | 19693 | ||
Text | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-7 | Available | 19694 | ||
Text | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-8 | Available | 19695 | ||
Text | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-9 | Available | 19696 | ||
Text | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-10 | Available | 19697 | ||
Text | Dr. S. R. Lasker Library, EWU | 658.8 HOE (Browse shelf(Opens below)) | C-11 | Available | 5297-20119 | |||
Text | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-12 | Available | 20120 | ||
Text | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-13 | Available | 20121 | ||
Text | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-14 | Available | 20122 | ||
Text | Dr. S. R. Lasker Library, EWU Circulation Section | Non-fiction | 658.8 HOE 2002 (Browse shelf(Opens below)) | C-15 | Available | 20123 |
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658.8 GIS 2003 Services, marketing and management / | 658.8 GIS 2003 Services, marketing and management / | 658.8 HOE 2002 Essentials of services marketing / | 658.8 HOE 2002 Essentials of services marketing / | 658.8 HOE 2005 Ethics in marketing / | 658.8 HOS 2006 Services marketing : | 658.8 HOS 2006 Services marketing : |
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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