TY  - BOOK
AU  - Baron,Steve
AU  - Harris,Kim
AU  - Hilton,Toni
TI  - Services marketing : text and cases
SN  - 9780230520936
U1  - 658.8 
PY  - 2009///
CY  - Basingstoke, Hampshire, New York, NY
PB  - Palgrave Macmillan
KW  - Service industries
N1  - Includes index; Introduction --
The contemporary context --
Service goals: the use of metaphors --
Customer interactions in services --
Consumer experiences --
Service design --
Service employees as operant resources --
Service quality and customer satisfaction --
Relationship marketing --
Service profitability --
Future research issues --
Case studies
N2  - A look at the issues, models and theories behind services marketing, supported by a range of international case studies across a raft of industries
UR  - http://www.loc.gov/catdir/enhancements/fy0913/2008046589-b.html
UR  - http://www.loc.gov/catdir/enhancements/fy0913/2008046589-d.html
UR  - http://www.loc.gov/catdir/enhancements/fy0913/2008046589-t.html
ER  -