Baron, Steve
Services marketing : text and cases / Steve Baron, Kim Harris, Toni Hilton. - 3rd ed. - Basingstoke, Hampshire ; New York, NY : Palgrave Macmillan, 2009. - xvii, 358 p. : ill. ; 25 cm.
Includes bibliographical references and index.
Introduction -- The contemporary context -- Service goals: the use of metaphors -- Customer interactions in services -- Consumer experiences -- Service design -- Service employees as operant resources -- Service quality and customer satisfaction -- Relationship marketing -- Service profitability -- Future research issues -- Case studies.
0230520936 9780230520936
Service industries--Marketing
Service industries--Marketing--Case studies
Services marketing : text and cases / Steve Baron, Kim Harris, Toni Hilton. - 3rd ed. - Basingstoke, Hampshire ; New York, NY : Palgrave Macmillan, 2009. - xvii, 358 p. : ill. ; 25 cm.
Includes bibliographical references and index.
Introduction -- The contemporary context -- Service goals: the use of metaphors -- Customer interactions in services -- Consumer experiences -- Service design -- Service employees as operant resources -- Service quality and customer satisfaction -- Relationship marketing -- Service profitability -- Future research issues -- Case studies.
0230520936 9780230520936
Service industries--Marketing
Service industries--Marketing--Case studies