000			01568cam a2200349 a 4500
999			_c2657 _d2657
001			14464732
003			ZET-ke
005			20190814145104.0
008			060724s2007 njua b 001 0 eng
010			_a 2006024219
020			_a0470800682
020			_a9780470800683
035			_a(OCoLC)ocm70698948
035			_a(OCoLC)70698948
040			_aDLC _cDLC _dZET-ke _beng
050	0	0	_aHF5415.13 _b.B4 2003
100	1		_aBennett, Rebekah.
245	1	0	_aServices marketing : _ba managerial approach / _cRebekah, Bennett... [et. al].
260			_aAustralia : _bJohn Wiley & sons, _cc2003.
300			_axix, 604 p. : _bill. ; _c29 cm.
504			_aIncludes bibliographical references and indexes.
505			_aUnderstanding 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.
650		0	_aMarketing _xManagement.
650		0	_aProfessions _xMarketing.
650		0	_aService industries _xMarketing. _9257
650		0	_aCustomer services _xMarketing.
700	1		_aBove, Lilian.
700	1		_aDann, Susan
700	1		_aDrennan, Judy
700	1		_aFrazer , Lorelle
942			_2lcc _cBK _kHF5415.13 _m.B4 2003