Interactive services marketing / Raymond P. Fisk, Stephen J. Grove, Joby John.
Material type: TextPublication details: Boston, Mass. : Houghton Mifflin, 2003.Edition: 2nd edDescription: xxiv, 275 p. : ill. ; 26 cmISBN:- 9780618312849 (pbk.) :
- 0618312846
- 658.8 FIS
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
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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