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- 2001090107 contributor B8968886.
- 2001090107 contributor B8968887.
- 2001090107 created "c2002.".
- 2001090107 date "2002".
- 2001090107 date "c2002.".
- 2001090107 dateCopyrighted "c2002.".
- 2001090107 description "Includes bibliographical references and index.".
- 2001090107 description "Overview of services marketing: Introduction to services; Fundamental differences between goods and services; Overview of the services sector; Consumer decision process issues in services marketing; Ethical issues in services marketing -- Service strategy, managing the service experience: Service delivery process; Pricing of services; Developing the service communication mix; Managing the firm's physical evidence; People issues, managing employees and customers -- Assessing and improving service delivery: Defining and measuring customer satisfaction; Defining and measuring service quality; Service failures and recovery strategies; Customer retention; Putting the pieces together, creating the seamless service firm -- Cases.".
- 2001090107 extent "xxi, 569 p. :".
- 2001090107 identifier "0030288924".
- 2001090107 isPartOf "The Dryden Press series in marketing".
- 2001090107 issued "2002".
- 2001090107 issued "c2002.".
- 2001090107 language "eng".
- 2001090107 publisher "Fort Worth : Harcourt College Publishers,".
- 2001090107 subject "658.8 21".
- 2001090107 subject "HD9980.5 .H644 2002".
- 2001090107 subject "Service industries Marketing.".
- 2001090107 tableOfContents "Overview of services marketing: Introduction to services; Fundamental differences between goods and services; Overview of the services sector; Consumer decision process issues in services marketing; Ethical issues in services marketing -- Service strategy, managing the service experience: Service delivery process; Pricing of services; Developing the service communication mix; Managing the firm's physical evidence; People issues, managing employees and customers -- Assessing and improving service delivery: Defining and measuring customer satisfaction; Defining and measuring service quality; Service failures and recovery strategies; Customer retention; Putting the pieces together, creating the seamless service firm -- Cases.".
- 2001090107 title "Essentials of services marketing / K. Douglas Hoffman, John E. G. Bateson.".
- 2001090107 type "text".