Services marketing management : a strategic perspective.
Kasper, Hans.
Services marketing management : a strategic perspective. - 2nd ed. / Hans Kasper, Piet van Helsdingen, Mark Gabbott. - Chichester : John Wiley, c2006. - xvii, 554 p. : ill. ; 26 cm.
Previous ed.: 1999.
Includes bibliographical references (p. 511-542) and index.
PART I THE SERVICES DOMAIN Chapter 1 Introduction to strategic services marketing management Chapter 2 The environment of services Chapter 3 Services and strategies: the essentials PART II AT THE HEART Chapter 4 Buyer behaviour and segmentation Chapter 5 Relationships Chapter 6 Service experience and service quality PART III CORPORATE AND ORGANISATIONAL STRATEGIES Chapter 7 Strategic market models for services organisations Chapter 8 Marketing planning PART IV THE OPERATIONAL SIDE OF STRATEGIC SERVICES MARKETING MANAGEMENT Chapter 9 Services and innovations Chapter 10 E--services Chapter 11 Creating the actual service experience Chapter 12 Implementing and controlling corporate and marketing strategies in service organisations.
Services marketing management is all about ensuring the production of the right services in the right place and time and the right price. Written by the president of EMAC this book provides an international perspective on the subject.
9780470091166 (pbk.) : �34.99 0470091169 (pbk.) �51.27
Service industries--Management
Service industries--Marketing
Service industries--Marketing--Management
Business and Management.
Business & Management
HD9980.5 / .K375 2006
658.8 KAS
Services marketing management : a strategic perspective. - 2nd ed. / Hans Kasper, Piet van Helsdingen, Mark Gabbott. - Chichester : John Wiley, c2006. - xvii, 554 p. : ill. ; 26 cm.
Previous ed.: 1999.
Includes bibliographical references (p. 511-542) and index.
PART I THE SERVICES DOMAIN Chapter 1 Introduction to strategic services marketing management Chapter 2 The environment of services Chapter 3 Services and strategies: the essentials PART II AT THE HEART Chapter 4 Buyer behaviour and segmentation Chapter 5 Relationships Chapter 6 Service experience and service quality PART III CORPORATE AND ORGANISATIONAL STRATEGIES Chapter 7 Strategic market models for services organisations Chapter 8 Marketing planning PART IV THE OPERATIONAL SIDE OF STRATEGIC SERVICES MARKETING MANAGEMENT Chapter 9 Services and innovations Chapter 10 E--services Chapter 11 Creating the actual service experience Chapter 12 Implementing and controlling corporate and marketing strategies in service organisations.
Services marketing management is all about ensuring the production of the right services in the right place and time and the right price. Written by the president of EMAC this book provides an international perspective on the subject.
9780470091166 (pbk.) : �34.99 0470091169 (pbk.) �51.27
Service industries--Management
Service industries--Marketing
Service industries--Marketing--Management
Business and Management.
Business & Management
HD9980.5 / .K375 2006
658.8 KAS