Services marketing : text and cases / Steve Baron, Kim Harris, Toni Hilton.
Material type:
TextPublisher: Basingstoke, Hampshire ; New York, NY : Palgrave Macmillan, 2009Edition: 3rd edDescription: xvii, 358 p. : ill. ; 25 cmISBN: 0230520936; 9780230520936Subject(s): Service industries -- Marketing | Service industries -- Marketing -- Case studies
Contents:
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.
| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
| Book | Gratia Christian College Library Book Shelves | Print book | HD9980.5 .B17 2009 (Browse shelf) | Available | 7002977W |
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| HD9940.U4 Z41 2012 我的第一本漫畫銷售書 : | HD9969.S6 R5 2015 The travels of a T-shirt in the global economy : | HD9975.H624 H73 2010 Starting from scrap / | HD9980.5 .B17 2009 Services marketing : | HD9980.5 .D14 2014 服務業行銷與管理 : | HD9980.5 F57 2008 Service management : | HD9980.5 .L45 2009 服務品質管理 / |
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.