TY  - BOOK
AU  - Bennett,Rebekah
AU  - Bove,Lilian
AU  - Dann,Susan
AU  - Drennan,Judy
AU  - Frazer ,Lorelle
TI  - Services marketing: a managerial approach 
SN  - 0470800682
AV  - HF5415.13 .B4 2003
PY  - 2003///
CY  - Australia
PB  - John Wiley & sons
KW  - Marketing
KW  - Management
KW  - Professions
KW  - Service industries
KW  - Customer services
N1  - Includes bibliographical references and indexes; Understanding the basics -- Buyer behavior -- Business-to-business services -- Service quality -- Satisfaction -- Customer-perceived value -- Service research -- Managing supply and demand -- Relationship marketing and CRM -- Communication in services marketing -- Service product pricing -- Service delivery: The role of personnel and customers -- Service recovery -- E-services -- Services marketing issues in tourism and hospitality -- Franchising -- Sport marketing -- Public sector and government marketing
ER  -