Services marketing : concepts, strategies, & cases / K. Douglas Hoffman, John E. G. Bateson.
Material type: TextPublication details: Australia ; Mason, OH : South-Western, 2008.Edition: 4th edDescription: xv, 468 p. : ill. ; 27 cmISBN:- 9780538476454
- 1439039399 (hbk.)
- HD 9980.5 .H644 2008
Item type | Current library | Collection | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|---|
Books | Zetech Library - TRC General Stacks | Non-fiction | HD 9980.5 .H644 2008 (Browse shelf(Opens below)) | C.1 | Not For Loan | Z007324 |
Understanding the service experience--Traditional service super sectors and ethical considerations--Unique discrepancies between goods and services--Costumer decision making in services marketing--Focus on service processes--Considerations for services pricing--Effective service promotion--Managing the service personnel--Recruitment costs savings in the gaming industry--People as strategy:managing service consumers-- The essentials of customer satisfaction measurement--Service quality:identifying and rectifying the gaps--managing service failures and implementing effective recovery strategies--Strategies for facilitating customer loyalty and retention--Pulling the pieces together:creating a world class service culture.
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