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catalog contributor b3116562.
catalog contributor b3116563.
catalog contributor b3116564.
catalog created "c1991.".
catalog date "1991".
catalog date "c1991.".
catalog dateCopyrighted "c1991.".
catalog description "How to organize and implement a service management system / Charmaine L. Ponkratz -- The pricing of services / Kent B. Monroe -- Making service distribution work / Donald H. Light -- Marketing and communication tools for services marketers / Thad D. Peterson and K. Shelly Porges -- How to create an integrated communication system / Nancy L. Brenner -- Using service to differentiate a product / Douglas C. Snyder and Barbara M. Zuppinger -- Information services / Fred O. Jensen -- Telecommunications / Rusty Campos and Mary Cain -- Transportation / Craig E. Cina -- Financial services / John A. Czepiel and A. Dawn Lesh -- Professional services / Carole A. Congram -- Education / Laurence N. Smith, Rita Abent, and Dennis Lefond -- The arts / William M. Dawson -- Retailing / Donald A. Hughes -- Health services / Robin Scott MacStravic -- Hospitality services / Fletch Waller, Jr. -- The service entrepreneur / Adrienne Margules O'Hare and Carole A. Congram.".
catalog description "Includes bibliographical references and index.".
catalog description "The quality-leadership connection in service businesses / Carole A. Congram and Margaret L. Friedman -- "What business are we in?" / Dave Masterson -- Positioning strategies for differential advantage / Margaret L. Friedman -- Developing strategies in service organizations / Michael J. Pessetti -- Developing customer-conscious employees at every level : internal marketing / William R. George and Christian Grönroos -- Shifting to a customer-driven organization : a case study / Margaret L. Friedman and Ruth J. Dumesic -- Organizing for marketing and the marketing organization / Evert Gummesson -- Understanding services consumer behavior / John E.G. Bateson -- Applying market research techniques in service industries / Pamela V. Alden -- How to develop a marketing plan / Kristine J. Bean -- Information : the next battleground / Timothy W. Powell -- How to manage outside consultants / Michael J. English [and others] -- Measuring the effectiveness of services marketing / Thomas J. Fitzgerald -- How to design a service / G. Lynn Shostack and Jane Kingman-Brundage -- Building relationships that last / Carole A. Congram.".
catalog extent "xix, 588 p. :".
catalog identifier "081440104X :".
catalog issued "1991".
catalog issued "c1991.".
catalog language "eng".
catalog publisher "New York, NY : American Management Association,".
catalog subject "658.8 20".
catalog subject "HD9980.5 .A53 1991".
catalog subject "Service industries Marketing.".
catalog tableOfContents "How to organize and implement a service management system / Charmaine L. Ponkratz -- The pricing of services / Kent B. Monroe -- Making service distribution work / Donald H. Light -- Marketing and communication tools for services marketers / Thad D. Peterson and K. Shelly Porges -- How to create an integrated communication system / Nancy L. Brenner -- Using service to differentiate a product / Douglas C. Snyder and Barbara M. Zuppinger -- Information services / Fred O. Jensen -- Telecommunications / Rusty Campos and Mary Cain -- Transportation / Craig E. Cina -- Financial services / John A. Czepiel and A. Dawn Lesh -- Professional services / Carole A. Congram -- Education / Laurence N. Smith, Rita Abent, and Dennis Lefond -- The arts / William M. Dawson -- Retailing / Donald A. Hughes -- Health services / Robin Scott MacStravic -- Hospitality services / Fletch Waller, Jr. -- The service entrepreneur / Adrienne Margules O'Hare and Carole A. Congram.".
catalog tableOfContents "The quality-leadership connection in service businesses / Carole A. Congram and Margaret L. Friedman -- "What business are we in?" / Dave Masterson -- Positioning strategies for differential advantage / Margaret L. Friedman -- Developing strategies in service organizations / Michael J. Pessetti -- Developing customer-conscious employees at every level : internal marketing / William R. George and Christian Grönroos -- Shifting to a customer-driven organization : a case study / Margaret L. Friedman and Ruth J. Dumesic -- Organizing for marketing and the marketing organization / Evert Gummesson -- Understanding services consumer behavior / John E.G. Bateson -- Applying market research techniques in service industries / Pamela V. Alden -- How to develop a marketing plan / Kristine J. Bean -- Information : the next battleground / Timothy W. Powell -- How to manage outside consultants / Michael J. English [and others] -- Measuring the effectiveness of services marketing / Thomas J. Fitzgerald -- How to design a service / G. Lynn Shostack and Jane Kingman-Brundage -- Building relationships that last / Carole A. Congram.".
catalog title "The AMA handbook of marketing for the service industries / Carole A. Congram, editor, Margaret L. Friedman, associate editor.".
catalog type "text".