Marketing services : competing through quality

By:

Berry, Leonard L

Contributor(s):

Parasuraman, A

Material type: Text

9780029030790
002903079X

Subject(s):

Customer services

DDC classification:

658.8 BER

Contents:

Authors' Note -- An Integrative Framework for Marketing Services -- Services and Quality -- Quality: The Foundation for Services Marketing -- Doing the Service Right the First Time -- Doing the Service Very Right the Second Time -- Managing and Exceeding Customers' Expectations -- Building a Services Marketing Organization -- Turning Marketing into a Line Function -- Maximizing Services Marketing Potential -- Managing the Evidence -- Branding the Company.

Summary: The authors develop a framework for understanding the interrelationship between quality and marketing in services.

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode	Item holds
Reference Books	Main Library Reference	Reference	658.8 BER (Browse shelf(Opens below))	Available		008150

Total holds: 0

Includes index

Authors' Note --
An Integrative Framework for Marketing Services --
Services and Quality --
Quality: The Foundation for Services Marketing --
Doing the Service Right the First Time --
Doing the Service Very Right the Second Time --
Managing and Exceeding Customers' Expectations --
Building a Services Marketing Organization --
Turning Marketing into a Line Function --
Maximizing Services Marketing Potential --
Managing the Evidence --
Branding the Company.

The authors develop a framework for understanding the interrelationship between quality and marketing in services.

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