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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
Browsing Zetech Library - TRC shelves, Shelving location: General Stacks, Collection: Non-fiction Close shelf browser (Hides shelf browser)
HD9677 .A422 2010 Blood on the stone : HD9696.8.U64 .V57 2006 The google story / HD 9715.A2 P73 1999 Procurement systems : HD 9980.5 .H644 2008 Services marketing : HD 9980.5 .Z45 2003 Services marketing : HD9981.5 .L68 1999 Principles of service marketing and management / HE8343 .S26 2008 ICT infrastructure in emerging Asia :

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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