Services marketing : text and cases

By:

Baron, Steve

Contributor(s):

Material type: Text

TextPublication details: Basingstoke, Hampshire ; New York, NY : Palgrave Macmillan, 2009.Edition: 3rd EditionDescription: xvii, 358 p. : illustrationsISBN:

9780230520936
0230520936
9780230327849
0230327842

Subject(s):

DDC classification:

658.8 BAR

Online resources:

Contents:

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.

Summary: A look at the issues, models and theories behind services marketing, supported by a range of international case studies across a raft of industries.

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode	Item holds
Reference Books	Main Library Reference	Reference	658.8 BAR (Browse shelf(Opens below))	Available		013018

Total holds: 0

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.

A look at the issues, models and theories behind services marketing, supported by a range of international case studies across a raft of industries.

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