000			01203cam a2200313 a 4500
999			_c3523 _d3523
001			16260666
003			ZET-ke
005			20180702114530.0
008			100601s2011 at a 000 0 eng
010			_a 2010929753
020			_a9780538476454
020			_a1439039399 (hbk.)
040			_aDLC _cDLC _dDLC
042			_apcc
050	0	0	_aHD 9980.5 _b.H644 2008
100	1		_aHoffman, K. Douglas.
245	1	0	_aServices marketing : _bconcepts, strategies, & cases / _cK. Douglas Hoffman, John E. G. Bateson.
250			_a4th ed.
260			_aAustralia ; _aMason, OH : _bSouth-Western, _c2008.
300			_axv, 468 p. : _bill. ; _c27 cm.
505			_aUnderstanding 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.
650		0	_aService industries _xMarketing. _9257
700	1		_aBateson, John E. G.
856	4	2	_3Contributor biographical information _uhttp://www.loc.gov/catdir/enhancements/fy1105/2010929753-b.html
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/enhancements/fy1105/2010929753-d.html
856	4	1	_3Table of contents only _uhttp://www.loc.gov/catdir/enhancements/fy1105/2010929753-t.html
906			_a7 _bcbc _corignew _d2 _eepcn _f20 _gy-gencatlg
942			_2lcc _cBK _kHD 9980.5 _m.H644 2008