Business & Economics Books:

Services Marketing

Sorry, this product is not currently available to order

Here are some other products you might consider...

Services Marketing

Concepts, Strategies and Cases

Customer rating

Click to share your rating 0 ratings (0.0/5.0 average) Thanks for your vote!

Share this product

Services Marketing: Concepts, Strategies and Cases by K Douglas Hoffman
Unavailable
Sorry, this product is not currently available to order

Description

This new international edition of Services Marketing provides an up-to-date and comprehensive overview of the services marketing industry focusing strongly on customer satisfaction, service quality and customer service. Building on the seminal work of Hoffman and Bateson, the authors provide an excellent combination of real-world case studies and service marketing theory ideal for students and practitioners alike.

Table of Contents

PART ONE: AN OVERVIEW OF SERVICES MARKETING 1. An introduction to services 2. Fundamental differences between goods and services 3. An overview of the services sector 4. The consumer decision process in services marketing 5. Researching service markets PART TWO: SERVICE STRATEGY: MANAGING THE SERVICE EXPERIENCE 6. Service development and innovation 7. Service delivery process 8. The pricing of services 9. Developing the service communications mix 10. Managing the firmAs physical evidence 11. People issues: Managing service employees 12. People issues: Managing service consumers 13. Customer relationship marketing PART THREE: ASSESSING AND IMPROVING SERVICE DELIVERY 14. Defining and measuring customer satisfaction 15. Defining and measuring service quality 16. Service failures and recovery strategies 17. Putting the pieces together: Creating the seamless service firm 18. Future trends PART FOUR: CASES
Release date Australia
April 15th, 2009
Country of Publication
United Kingdom
Imprint
Cengage Learning EMEA
Pages
656
Dimensions
186x244x24
ISBN-13
9781844808137
Product ID
3038976

Customer reviews

Nobody has reviewed this product yet. You could be the first!

Write a Review

Marketplace listings

There are no Marketplace listings available for this product currently.
Already own it? Create a free listing and pay just 9% commission when it sells!

Sell Yours Here

Help & options

  • If you think we've made a mistake or omitted details, please send us your feedback. Send Feedback
  • If you have a question or problem with this product, visit our Help section. Get Help
Filed under...