000			01118nam a2200193 a 4500
020			_a9780029030790
020			_a002903079X
082			_a658.8 _bBER
100			_aBerry, Leonard L.
245			_aMarketing services : competing through quality
260			_aNew York : _aToronto : _bFree Press ; _bMaxwell Macmillan Canada ; _c©1991.
300			_axi, 212 pages : _billustrations ;
500			_aIncludes index
505			_aAuthors' 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.
520			_aThe authors develop a framework for understanding the interrelationship between quality and marketing in services.
650			_aCustomer services.
700			_aParasuraman, A.
942			_cREF
999			_c38164 _d38164