Essentials of services marketing:
The primary objective of [this book] is to provide instructional materials that not only introduce the student to the field of services marketing but also acquaint the student with specific customer service issues.... The [book first] concentrates on defining services marketing and providing the bas...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Fort Worth [u.a.]
Dryden Press
1997
|
| Subjects: | |
| Summary: | The primary objective of [this book] is to provide instructional materials that not only introduce the student to the field of services marketing but also acquaint the student with specific customer service issues.... The [book first] concentrates on defining services marketing and providing the basic concepts that differentiate the marketing of services from the marketing of tangibles.... [It then discusses] topics that concern the management of the service encounter.... [The book also] focuses on customer satisfaction and service quality issues. Methods for tracking service failures and employee recovery efforts as well as customer retention strategies are also presented.... [The book concludes with] nine cases that illustrate the topics discussed throughout the book. -Pref. |
| Physical Description: | XXI, 505 S. Ill., graph. Darst. |
| ISBN: | 0030152178 |
Staff View
MARC
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| 520 | 3 | |a The primary objective of [this book] is to provide instructional materials that not only introduce the student to the field of services marketing but also acquaint the student with specific customer service issues.... The [book first] concentrates on defining services marketing and providing the basic concepts that differentiate the marketing of services from the marketing of tangibles.... [It then discusses] topics that concern the management of the service encounter.... [The book also] focuses on customer satisfaction and service quality issues. Methods for tracking service failures and employee recovery efforts as well as customer retention strategies are also presented.... [The book concludes with] nine cases that illustrate the topics discussed throughout the book. -Pref. | |
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| discipline | Wirtschaftswissenschaften |
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| id | DE-604.BV011461503 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T18:10:10Z |
| institution | BVB |
| isbn | 0030152178 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-007709769 |
| oclc_num | 36450371 |
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| owner | DE-N2 DE-703 DE-83 |
| owner_facet | DE-N2 DE-703 DE-83 |
| physical | XXI, 505 S. Ill., graph. Darst. |
| publishDate | 1997 |
| publishDateSearch | 1997 |
| publishDateSort | 1997 |
| publisher | Dryden Press |
| record_format | marc |
| spelling | Hoffman, K. Douglas Verfasser aut Essentials of services marketing K. Douglas Hoffman ; John E. G. Bateson Fort Worth [u.a.] Dryden Press 1997 XXI, 505 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier The primary objective of [this book] is to provide instructional materials that not only introduce the student to the field of services marketing but also acquaint the student with specific customer service issues.... The [book first] concentrates on defining services marketing and providing the basic concepts that differentiate the marketing of services from the marketing of tangibles.... [It then discusses] topics that concern the management of the service encounter.... [The book also] focuses on customer satisfaction and service quality issues. Methods for tracking service failures and employee recovery efforts as well as customer retention strategies are also presented.... [The book concludes with] nine cases that illustrate the topics discussed throughout the book. -Pref. Dienstensector gtt Marketing gtt Marketing larpcal Services - Marketing ram Service industries Marketing Marketing (DE-588)4037589-4 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Dienstleistung (DE-588)4012178-1 s Marketing (DE-588)4037589-4 s DE-604 Bateson, John E. G. Verfasser (DE-588)121975258 aut |
| spellingShingle | Hoffman, K. Douglas Bateson, John E. G. Essentials of services marketing Dienstensector gtt Marketing gtt Marketing larpcal Services - Marketing ram Service industries Marketing Marketing (DE-588)4037589-4 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4037589-4 (DE-588)4012178-1 |
| title | Essentials of services marketing |
| title_auth | Essentials of services marketing |
| title_exact_search | Essentials of services marketing |
| title_full | Essentials of services marketing K. Douglas Hoffman ; John E. G. Bateson |
| title_fullStr | Essentials of services marketing K. Douglas Hoffman ; John E. G. Bateson |
| title_full_unstemmed | Essentials of services marketing K. Douglas Hoffman ; John E. G. Bateson |
| title_short | Essentials of services marketing |
| title_sort | essentials of services marketing |
| topic | Dienstensector gtt Marketing gtt Marketing larpcal Services - Marketing ram Service industries Marketing Marketing (DE-588)4037589-4 gnd Dienstleistung (DE-588)4012178-1 gnd |
| topic_facet | Dienstensector Marketing Services - Marketing Service industries Marketing Dienstleistung |
| work_keys_str_mv | AT hoffmankdouglas essentialsofservicesmarketing AT batesonjohneg essentialsofservicesmarketing |