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

By: Contributor(s): Material type: TextTextPublication details: Australia ; Mason, OH : South-Western, 2008.Edition: 4th edDescription: xv, 468 p. : ill. ; 27 cmISBN:
  • 9780538476454
  • 1439039399 (hbk.)
Subject(s): LOC classification:
  • HD 9980.5 .H644 2008
Online resources:
Contents:
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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Holdings
Item type Current library Collection Call number Copy number Status Date due Barcode
Books 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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