Services marketing : concepts, strategies, & cases / K. Douglas Hoffman, John E.G. Bateson.

By:

Hoffman, K. Douglas [author]

Contributor(s):

Bateson, John E. G [author]

Material type: Text

TextLanguage: English Publication details: Boston, MA : Cengage Learning, c2017.Edition: Fifth editionDescription: xv, 458 pages : illustrations ; 26 cmContent type:

text

Media type:

unmediated

Carrier type:

volume

ISBN:

9781285429786 (hbk)

Other title:

Services marketing : concepts, strategies and cases

Subject(s):

Service industries -- Marketing

LOC classification:

HD9980.5 H67 2017

Online resources:

Contents:

Part I. An overview of services marketing -- An introduction to services -- The service economy: supersectors and ethical considerations -- Fundamental differences between goods and services -- Services consumer behavior -- Part II. The tactical services marketing mix -- The service delivery process -- The pricing of services -- Developing the service communication strategy -- Managing the firm’s physical evidence -- People as strategy: managing service employees -- People as strategy: managing service consumers -- Part III. Assessing the implementing successful service strategies -- Defining and measuring customer satisfaction -- Defining and measuring service quality -- Complaint and service recovery management -- Customer loyalty and retention -- Puling the pieces together: creating a world-class service culture.

List(s) this item appears in: Print Books 2022

Average rating: 0.0 (0 votes)

Holdings ( 1 )
Title notes ( 3 )

Holdings
Item type	Current library	Collection	Call number	Materials specified	Status	Notes	Date due	Barcode
Books	Ladislao N. Diwa Memorial Library Reserve Section	Non-fiction	RUS HD9980.5 H67 2017 (Browse shelf(Opens below))		Room use only	77935		00077884

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Previous	RUS HD9030.5 W72 2017 Grains /	RUS HD9980.5 B64 2019 Service management : operations, strategy, information technology /	RUS HD9980.5 F58 2014 Service management : operations, strategy, information technology /	RUS HD9980.5 H67 2017 Services marketing : concepts, strategies, & cases /	RUS HD9980.6 T41 2013 Marketing of services /	RUS HE147.65 Sch3 2018 An Introduction to sustainable transportation : Preston L. Schiller and Jeffrey R. Kenworthy.	RUS HF415.1 B38 1995 Marketing : principles and perspectives /	Next

Includes bibliographical references and index.

Part I. An overview of services marketing -- An introduction to services -- The service economy: supersectors and ethical considerations -- Fundamental differences between goods and services -- Services consumer behavior -- Part II. The tactical services marketing mix -- The service delivery process --
The pricing of services -- Developing the service communication strategy -- Managing the firm’s physical evidence -- People as strategy: managing service employees -- People as strategy: managing service consumers -- Part III. Assessing the implementing successful service strategies -- Defining and measuring customer satisfaction -- Defining and measuring service quality -- Complaint and service recovery management -- Customer loyalty and retention -- Puling the pieces together: creating a world-class service culture.

Fund 164 Linar Educational Materials, Inc. Purchased 11-26-2019 77935 NEJ PHP 8,100.00 2019-11-900 2019-1-0739