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The Dryden Press Series in Marketing: Essentials of Services Marketing : Concepts, Strategies and Cases by John E. G. Bateson and K. Douglas Hoffman (2001, Hardcover)

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Essentials of Services Marketing. Book Binding:Hardback. All of our paper waste is recycled within the UK and turned into corrugated cardboard. World of Books USA was founded in 2005. Book Condition:VERYGOOD.

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Product Information

The primary objective of Essentials of Services Marketing: Concepts, Strategies Cases, 2e is to provide materials that not only introduce the student to the field of services marketing, but also acquaint the student with specific customer service issues. The business world now demands, in addition to traditional business knowledge, increasing employee competence in customer satisfaction, service quality, and customer service - skills that are essential in sustaining the existing customer base.

Product Identifiers

Publisher
Cengage South-Western
ISBN-10
0030288924
ISBN-13
9780030288920
eBay Product ID (ePID)
2214947

Product Key Features

Author
K. Douglas Hoffman, John E. G. Bateson
Publication Name
Essentials of Services Marketing : concepts, Strategies and Cases
Format
Hardcover
Language
English
Publication Year
2001
Series
The Dryden Press Series in Marketing
Type
Textbook
Number of Pages
600 Pages

Dimensions

Item Length
9.4in
Item Width
7.9in
Item Weight
39.3 Oz

Additional Product Features

Lc Classification Number
Hd9980.5.H644 2002
Edition Number
2
Table of Content
Part I. An Overview of Services Marketing. 1. An Introduction to Services. 2. Fundamental Differences between Goods and Services. 3. An Overview of the Services Sector. 4. Consumer Decision Process Issues in Services Marketing. 5. Ethical Issues in Services Marketing. Part II. Service Strategy: Managing the Service Encounter. 6. Service Delivery Process. 7. The Pricing of Services. 8. Developing the Service Communications Mix. 9. Managing the Firm's Physical Evidence. 10. People Issues: Managing Service Employees. 11. People Issues: Managing Service Customers. Part III. Assessing and Improving Service Delivery. 12. Defining and Measuring Customer Satisfaction. 13. Defining and Measuring Service Quality. 14. Service Failures and Recovery Strategies. 15. Customer Retention. 16. Putting the Pieces together: Creating the Seamless Service Firm.
Copyright Date
2002
Target Audience
College Audience
Topic
Marketing / General, Industries / Service, General
Lccn
2001-090107
Illustrated
Yes
Genre
Business & Economics

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The Dryden Press Series in Marketing: Essentials of Services Marketing : Concepts, Strategies and Cases by John E. G. Bateson and K. Douglas Hoffman (2001, Hardcover)

About this product

Product Information

Product Identifiers

Product Key Features

Dimensions

Additional Product Features

Best Selling in Textbooks

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