Services marketing : text and cases

By: Baron, SteveMaterial type: TextTextPublication details: Basingstoke : Palgrave, 2003Edition: 2nd editionDescription: xv, 291 pages : illustrationsISBN: 9780333777930 ; 033377793X ; 9780333777923; 0333777921 Subject(s): Service industries -- MarketingDDC classification: 658.8
Contents:
Introduction - Setting the Context - Service Goals: Use of Metaphors - Service Encounters - Consumer Experiences - Service Design - Internal Marketing - Service Quality and Customer Satisfaction - Relationship Marketing - Service Profitability - Further Research Issues and Conclusion - Case Studies
Summary: This edition has been updated to cover all the most recent developments in the field, such as technological advances. The case studies come from a wide range of countries and types of industries.
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Reference 		Reference 658.8 BAR (Browse shelf(Opens below)) Available 009696
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Introduction - Setting the Context - Service Goals: Use of Metaphors - Service Encounters - Consumer Experiences - Service Design - Internal Marketing - Service Quality and Customer Satisfaction - Relationship Marketing - Service Profitability - Further Research Issues and Conclusion - Case Studies

This edition has been updated to cover all the most recent developments in the field, such as technological advances. The case studies come from a wide range of countries and types of industries.

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