TY  - BOOK
AU  - Fisk,Raymond P.
AU  - Grove,Stephen J.
AU  - John,Joby
AU  - Grove,Stephen J.
AU  - John,Joby
TI  - Interactive services marketing
SN  - 9780618312849 (pbk.) :
U1  - 658.8 FIS 
PY  - 2003///
CY  - Boston, Mass.
PB  - Houghton Mifflin
KW  - Service industries
KW  - Marketing
KW  - Management
KW  - Business and Management
KW  - ukslc
KW  - Sales & marketing
KW  - thema
N1  - 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
ER  -