Management and Marketing of Services
Autor Peter Mudie, Angela Cottamen Limba Engleză Hardback – 11 sep 2017
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Specificații
ISBN-13: 9781138466814
ISBN-10: 1138466816
Pagini: 320
Dimensiuni: 156 x 234 mm
Greutate: 0.45 kg
Ediția:2
Editura: Taylor & Francis
Colecția Routledge
Locul publicării:Oxford, United Kingdom
ISBN-10: 1138466816
Pagini: 320
Dimensiuni: 156 x 234 mm
Greutate: 0.45 kg
Ediția:2
Editura: Taylor & Francis
Colecția Routledge
Locul publicării:Oxford, United Kingdom
Recenzii
Reviews of first edition: '..I recommend this book to all those who teach or study the marketing and/or management of services. It is a practical guide for the student and a useful summary for the teacher.' Jonathan S. Swift, Senior Lecturer in Marketing Staffordshire University Business School - Journal of the Market Research Society, November 1994 '... provides a comprehensive
framework for practitioners and students who wish to study the issues that characterise service organisations.' - Banking World, September 1993
framework for practitioners and students who wish to study the issues that characterise service organisations.' - Banking World, September 1993
Cuprins
Chapter 1 Introducing Services; Chapter 2 The Organizational Setting; Chapter 3 Service Design; Chapter 4 The Service Setting; Chapter 5 Service Quality; Chapter 6 The Service Encounter; Chapter 7 Service Employees; Chapter 8 Managing Demand and Supply; Chapter 9 Service Communications; Chapter 10 Performance Measurement; Chapter 11 Delivering Satisfaction; Chapter 12 Monitoring and Evaluating the Service;
Descriere
Looks at relationship marketing and public sector issues as well as providing sections on: the definition of services, expectations, competitive advantage, pricing of services, segmentation/positioning of services, the service encounter and service employees. This text is aimed at practitioners and students looking for a treatment of this subject.