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| 005 | 20180923150140.0 | ||
| 008 | 080314s2008 maua f b 001|0|eng d | ||
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| 020 | _a9780618641802 (pbk.) | ||
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_aBUS _2ukslc |
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_aKJS _2thema |
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| 082 | 0 | _a658.8 FIS | |
| 100 | 1 | _aFisk, Raymond P. | |
| 245 | 1 | 0 |
_aInteractive services marketing / _cRaymond P. Fisk, Stephen J. Grove, Joby John. |
| 250 | _a3rd ed. | ||
| 260 |
_aBoston, Mass. : _bHoughton Mifflin, _cc2008. |
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| 300 |
_axxiv, 276 p. : _bill. ; _c26 cm. |
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| 500 | _aPrevious ed.: 2003. | ||
| 504 | _aIncludes bibliographical references and index. | ||
| 505 | 0 | _aPart 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". | |
| 650 | 0 |
_aService industries _xMarketing |
|
| 650 | 0 |
_aService industries _xManagement |
|
| 650 | 7 |
_aBusiness and Management. _2ukslc |
|
| 650 | 7 |
_aSales & marketing _2thema |
|
| 650 | 7 |
_aE-commerce: business aspects _2thema |
|
| 650 | 7 |
_aSales & marketing management _2thema |
|
| 650 | 7 |
_aHospitality & service industries _2thema |
|
| 700 | 1 |
_aGrove, Stephen J. _q(Stephen John), _d1950- |
|
| 700 | 1 |
_aJohn, Joby, _d1957- |
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| 902 | _a170814 | ||
| 907 |
_a.b11929297 _bmain _c- |
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