TY  - BOOK
AU  - Hoffman,K.Douglas
AU  - Bateson,John E.G.
TI  - Services marketing: concepts, strategies, & cases 
SN  - 9780538476454
AV  - HD 9980.5 .H644 2008
PY  - 2008///
CY  - Australia, Mason, OH
PB  - South-Western
KW  - Service industries
KW  - Marketing
N1  - 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
UR  - http://www.loc.gov/catdir/enhancements/fy1105/2010929753-b.html
UR  - http://www.loc.gov/catdir/enhancements/fy1105/2010929753-d.html
UR  - http://www.loc.gov/catdir/enhancements/fy1105/2010929753-t.html
ER  -