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Principles of services marketing / Adrian Palmer.

By: Material type: TextTextPublication details: London : McGraw-Hill, 2001.Edition: 3rd edDescription: 536p. : ill. ; 25 cmISBN:
  • 9780077097486 (pbk.) :
  • 0077097483 (pbk.)
Subject(s): DDC classification:
  • 658.8 PAL
LOC classification:
  • HF5415.13 .P3242 2001
Contents:
Chapter 1.what is services marketing? -- Chapter 2.the service offer -- Chapter 3.the service encounter -- Chapter 4.services buying processes -- Chapter 5.relationship marketing and customer loyalty -- Chapter 6.managing knowledge -- Chapter 7.service positioning and targeting Chapter 8.service quality -- Chapter 9.making services accessible to consumers -- Chapter 10.the pricing of services -- Chapter 11.promoting services -- Chapter 12.internal marketing -- Chapter 13.managing capacity -- Chapter 14.managing the marketing effort -- Chapter 15.international marketing of services -- Chapter 16.integrative case study - circular distributors marketing services
Summary: Covering management of the service counter and recovery from service failure, customer care, and information as a source of competitive advantage, this text is introduced by a discussion of the difference between goods and service marketing.
Holdings
Item type Current library Call number Copy number Status Date due Barcode
Short Loan TUS: Midlands, Main Library Athlone General Lending 658.8 PAL (Browse shelf(Opens below)) 1 Available 122519
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 PAL (Browse shelf(Opens below)) 1 Available 121278
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 PAL (Browse shelf(Opens below)) 1 Available 122520

Previous ed.: 1998.

Includes bibliographical references and index.

Chapter 1.what is services marketing? -- Chapter 2.the service offer -- Chapter 3.the service encounter -- Chapter 4.services buying processes -- Chapter 5.relationship marketing and customer loyalty -- Chapter 6.managing knowledge -- Chapter 7.service positioning and targeting Chapter 8.service quality -- Chapter 9.making services accessible to consumers -- Chapter 10.the pricing of services -- Chapter 11.promoting services -- Chapter 12.internal marketing -- Chapter 13.managing capacity -- Chapter 14.managing the marketing effort -- Chapter 15.international marketing of services -- Chapter 16.integrative case study - circular distributors marketing services

Covering management of the service counter and recovery from service failure, customer care, and information as a source of competitive advantage, this text is introduced by a discussion of the difference between goods and service marketing.

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