Amazon cover image
Image from Amazon.com

Essentials of services marketing / K. Douglas Hoffman, John E. G. Bateson.

By: Contributor(s): Material type: TextTextSeries: The Dryden Press series in marketingPublication details: Fort Worth : Harcourt College Publishers, c2001.Edition: 2nd edDescription: xxi, 569 p. : ill. ; 24 cmISBN:
  • 0030288924
Subject(s): DDC classification:
  • 658.8 21 HOF-E 2001 800016
Contents:
Overview of services marketing: Introduction to services; Fundamental differences between goods and services; Overview of the services sector; Consumer decision process issues in services marketing; Ethical issues in services marketing -- Service strategy, managing the service experience: Service delivery process; Pricing of services; Developing the service communication mix; Managing the firm's physical evidence; People issues, managing employees and customers -- Assessing and improving service delivery: Defining and measuring customer satisfaction; Defining and measuring service quality; Service failures and recovery strategies; Customer retention; Putting the pieces together, creating the seamless service firm -- Cases.
Tags from this library: No tags from this library for this title. Log in to add tags.
Star ratings
    Average rating: 0.0 (0 votes)
Holdings
Item type Current library Collection Call number Copy number Status Date due Barcode Item holds
Books Books Lahore Business School Library Shelf No. 77, LBS Book 658.8 HOF-E 2001 800016 (Browse shelf(Opens below)) C1 Available 800016
Books Books Lahore Business School Library Shelf No. 77, LBS Book 658.8 HOF-E 2001 800017 (Browse shelf(Opens below)) C2 Available 800017
Total holds: 0

A variety of multi-media instructional aids are available to supplement the text.

Includes bibliographical references and index.

Overview of services marketing: Introduction to services; Fundamental differences between goods and services; Overview of the services sector; Consumer decision process issues in services marketing; Ethical issues in services marketing -- Service strategy, managing the service experience: Service delivery process; Pricing of services; Developing the service communication mix; Managing the firm's physical evidence; People issues, managing employees and customers -- Assessing and improving service delivery: Defining and measuring customer satisfaction; Defining and measuring service quality; Service failures and recovery strategies; Customer retention; Putting the pieces together, creating the seamless service firm -- Cases.

Copyrights 2018© The University of Lahore (UOL) Libraries. All Rights Reserved. Library System Administrator Muhammad Riaz (muhammad.riaz@uol.edu.pk) +92 (0)42 35963421-30 Ext: 1703

Powered by Koha