Fisk, Raymond P. <br/><br/>
Interactive services marketing / 
Raymond P. Fisk, Stephen J. Grove, Joby John. 
 - 3rd ed. 
 - Boston, Mass. :  Houghton Mifflin,  c2008. 
 - xxiv, 276 p. :  ill. ;  26 cm. 
<br/><br/> Previous ed.: 2003. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>Part one.Foundations of services marketing -- 1.Understanding services marketing -- 2.Frameworks for managing the customer's experience -- 3.Plugging into the information age -- Part two.Creating the interactive experience -- 4.Planning and producing the service performance -- 5.Designing the service settings -- 6.Leveraging the people factor -- 7.Managing the customer mix -- Part three.Promising the interactive service experience -- 8.Setting a price for the service rendered -- 9.Promoting the interactive service experience -- Part Four.Delivering and ensuring a successful customer experience -- 10.Buidling customer loyalty through service quality -- 11.Regaining customer confidence through customer service and service recovery -- 12.Researching service success and failure -- Part Five.Management issues in service marketing -- 13.Developing marketing strategies for services -- 14.Coping with fluctuating demand for services -- 15.Thinking globally: "It's a small world after all". 
<br/><br/><label>ISBN: </label>9780618641802 (pbk.) :  No price 9780618641802 (pbk.) 
<br/><br/><label>LCCN: </label>2007926147 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing<br/>Service industries--Management<br/>Business and Management.<br/>Sales & marketing<br/>E-commerce: business aspects<br/>Sales & marketing management<br/>Hospitality & service industries
<br/><br/><label>Dewey Class. No.: </label>658.8 FIS