000			01651nam a2200193 a 4500
020			_a9780333618370
020			_a0333618378
082			_a658.8 _bBAR
100			_aBaron, Steve
245			_aServices Marketing: Text and Cases
260			_aBasingstoke : _b MacMillan Business, _c1995.
300			_axii, 254 pages : _billustrations ;
500			_aIncludes index
505			_a 1. Introduction -- 2. Setting the Context -- 3. The Service Factory -- 4. Service Encounters -- 5. Service Design -- 6. Internal Marketing -- 7. Perceived Service Quality and Customer Satisfaction -- 8. Customer Retention and Relationship Marketing -- 9. Service Profitability -- 10. Findings from the Small Business Case Studies -- 11. Further Research Issues and Conclusions.
520			_a "This book explains the issues, models and theories currently recognised as representing the subdiscipline of services marketing. Theory chapters are supported by a bank of original and substantial case studies written from a UK/European perspective. The case studies are a key feature of the text, giving an insight into the operation of a range of service businesses not covered in the existing services marketing literature. They provide the opportunity to demonstrate how services marketing principles and frameworks can be applied to a vast range of commonly used small services as well as to large service organisations. The book has been designed to support courses in services marketing for undergraduate, postgraduate or post-experience students."--Jacket.
650			_aService industries -- Marketing.
700			_aHarris, Kim
942			_cBK
999			_c36031 _d36031