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Interactive services marketing / Raymond P. Fisk, Stephen J. Grove, Joby John.

By: Contributor(s): Material type: TextTextPublication details: Boston, Mass. : Houghton Mifflin, 2003.Edition: 2nd edDescription: xxiv, 275 p. : ill. ; 26 cmISBN:
  • 9780618312849 (pbk.) :
  • 0618312846
Subject(s): DDC classification:
  • 658.8 FIS
Contents:
Part 1: Foundations of Services Marketing -- Chapter 1.grasping the uniqueness of services marketing -- Chapter 2.framework for managing the customer's experiance -- Chapter 3.plugging into the information age. Part 2: Creating the Interactive Experience -- Chapter 4.planning and producing the service performance -- Chapter 5.designing the service setting -- Chapter 6.leveraging the people factor -- Chapter 7.managing the customer mix. Part 3: Promising the Interacitve Service Experience -- Chapter 8.setting a price for the service rendered -- Chapter 9.promoting the interactive service experience. Part 4: Delivering and Ensuring a Successful Customer Experience -- Chapter 10.delivering service quality and guaranteeing services -- Chapter 11.regaining customer confidence through customer service and service recovery -- Chapter 12.researching service success and failure. Part 5: Management Issues in Services Marketing -- Chapter 13.developing marketing strategies for services -- Chapter 14.coping with fluctuating demand for services -- Chapter 15.thinking globally
Holdings
Item type Current library Call number Copy number Status Date due Barcode
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 FIS (Browse shelf(Opens below)) 1 Available 122166
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 FIS (Browse shelf(Opens below)) 1 Available 122165
Short Loan TUS: Midlands, Main Library Athlone General Lending 658.8 FIS (Browse shelf(Opens below)) 1 Available 122167
Short Loan TUS: Midlands, Main Library Athlone General Lending 658.8 FIS (Browse shelf(Opens below)) 1 Available 122164

Previous ed.: 2000.

Includes bibliographical references and index.

Part 1: Foundations of Services Marketing -- Chapter 1.grasping the uniqueness of services marketing -- Chapter 2.framework for managing the customer's experiance -- Chapter 3.plugging into the information age. Part 2: Creating the Interactive Experience -- Chapter 4.planning and producing the service performance -- Chapter 5.designing the service setting -- Chapter 6.leveraging the people factor -- Chapter 7.managing the customer mix. Part 3: Promising the Interacitve Service Experience -- Chapter 8.setting a price for the service rendered -- Chapter 9.promoting the interactive service experience. Part 4: Delivering and Ensuring a Successful Customer Experience -- Chapter 10.delivering service quality and guaranteeing services -- Chapter 11.regaining customer confidence through customer service and service recovery -- Chapter 12.researching service success and failure. Part 5: Management Issues in Services Marketing -- Chapter 13.developing marketing strategies for services -- Chapter 14.coping with fluctuating demand for services -- Chapter 15.thinking globally

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