Services marketing : text and cases

By: Baron, SteveContributor(s): Harris, Kim | Hilton, ToniMaterial type: TextTextPublication details: Basingstoke, Hampshire ; New York, NY : Palgrave Macmillan, 2009Edition: 3rd EditionDescription: xvii, 358 p. : illustrationsISBN: 9780230520936; 0230520936; 9780230327849; 0230327842Subject(s): Service industries | Service industriesDDC classification: 658.8 Online resources: Click here to access online | Click here to access online | Click here to access online
Contents:
Introduction -- The contemporary context -- Service goals: the use of metaphors -- Customer interactions in services -- Consumer experiences -- Service design -- Service employees as operant resources -- Service quality and customer satisfaction -- Relationship marketing -- Service profitability -- Future research issues -- Case studies.
Summary: A look at the issues, models and theories behind services marketing, supported by a range of international case studies across a raft of industries.
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Item type Current library Collection Call number Status Date due Barcode Item holds
Reference Books Reference Books Main Library
Reference 		Reference 658.8 BAR (Browse shelf(Opens below)) Available 013018
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Includes index.

Introduction --
The contemporary context --
Service goals: the use of metaphors --
Customer interactions in services --
Consumer experiences --
Service design --
Service employees as operant resources --
Service quality and customer satisfaction --
Relationship marketing --
Service profitability --
Future research issues --
Case studies.

A look at the issues, models and theories behind services marketing, supported by a range of international case studies across a raft of industries.

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