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Services marketing management

Mudie, Peter.

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Services marketing management

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Services marketing management/ Peter Mudie and Angela Pirrie.
Author:	Mudie, Peter.
other author:	Mudie, Peter.
Published:	Amsterdam :Elsevier/Butterworth-Heinemann, : c2006.,
Description:	xii, 267 p. :ill. ;25 cm.
Notes:	Previous ed. published in 1999 under title: Management and marketing of services.
[NT 15003449]:	Preface; Acknowledgements; Introducing services; The organizational setting; Service design; The service setting; Service quality; The service encounter; Service employees; Managing demand and supply; Service communications; Performance measurement; Delivering satisfaction; Monitoring and evaluating the service; Index.
Subject:	Service industries - Management. -
Online resource:	http://www.sciencedirect.com/science/book/9780750666749An electronic book accessible through the World Wide Web; click for information
ISBN:	0750666749

Services marketing management
Mudie, Peter.

Services marketing management[electronic resource] /Peter Mudie and Angela Pirrie. - 3rd ed. - Amsterdam :Elsevier/Butterworth-Heinemann,c2006. - xii, 267 p. :ill. ;25 cm.

Previous ed. published in 1999 under title: Management and marketing of services.

Includes bibliographical references and index.

Preface; Acknowledgements; Introducing services; The organizational setting; Service design; The service setting; Service quality; The service encounter; Service employees; Managing demand and supply; Service communications; Performance measurement; Delivering satisfaction; Monitoring and evaluating the service; Index.

Services Marketing Management builds on the success of the previous editions, formally entitled 'The Management and Marketing of Services', to provide an easily digestible approach to the service industry with a specific focus on the management and marketing elements. This new edition has been thoroughly revamped to include pedagogical features such as exercises and mini cases throughout the text to consolidate learning and make it more student friendly. New content has been incorporated to bring the subject matter thoroughly up to date, for example featuring more on the Internet, the inclusion of material on call centres in respect of service delivery and service encounter; additional material on customer relationship management (CRM); consideration of frontline employees and internal marketing; and a discussion of revenue management issues in managing demand and capacity. Particularly suitable for students on marketing, business and hospitality courses who require a good grounding in the principles of services marketing, the practical implications are shown clearly and effectively demonstrate how the principles are applied in the real world. A web based lecturer resource accompanies the text. Written from a European perspective by two authors with a wealth of relevant experience Includes an expanded section on the Internet, particularly in communications and service design Brings together an academic and practitioner viewpoint ensuring a wholly comprehensive approach to the subject.

Electronic reproduction.
Amsterdam :
Elsevier Science & Technology,
2009.

Mode of access: World Wide Web.

ISBN: 0750666749

Source: 111416:111500Elsevier Science & Technologyhttp://www.sciencedirect.comSubjects--Topical Terms:

645927
Service industries
--Management.Index Terms--Genre/Form:

542853
Electronic books.

LC Class. No.: HD9980.5 / .M83 2006

Dewey Class. No.: 658.8

Services marketing management
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005 20101126
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007 cr cn|||||||||
008 101126s2006 ne a ob 001 0 eng d
020 $a 0750666749
020 $a 9780750666749
035 $a (OCoLC)474931090
035 $a ocn474931090
037 $a 111416:111500 $b Elsevier Science & Technology $n http://www.sciencedirect.com
040 $a OPELS $b eng $c OPELS
049 $a TEFA
050 1 4 $a HD9980.5 $b .M83 2006
082 0 4 $a 658.8 $2 22
100 1 $a Mudie, Peter. $3 716937
245 1 0 $a Services marketing management $h [electronic resource] / $c Peter Mudie and Angela Pirrie.
250 $a 3rd ed.
260 $a Amsterdam : $c c2006. $b Elsevier/Butterworth-Heinemann,
300 $a xii, 267 p. : $b ill. ; $c 25 cm.
500 $a Previous ed. published in 1999 under title: Management and marketing of services.
504 $a Includes bibliographical references and index.
505 0 $a Preface; Acknowledgements; Introducing services; The organizational setting; Service design; The service setting; Service quality; The service encounter; Service employees; Managing demand and supply; Service communications; Performance measurement; Delivering satisfaction; Monitoring and evaluating the service; Index.
520 $a Services Marketing Management builds on the success of the previous editions, formally entitled 'The Management and Marketing of Services', to provide an easily digestible approach to the service industry with a specific focus on the management and marketing elements. This new edition has been thoroughly revamped to include pedagogical features such as exercises and mini cases throughout the text to consolidate learning and make it more student friendly. New content has been incorporated to bring the subject matter thoroughly up to date, for example featuring more on the Internet, the inclusion of material on call centres in respect of service delivery and service encounter; additional material on customer relationship management (CRM); consideration of frontline employees and internal marketing; and a discussion of revenue management issues in managing demand and capacity. Particularly suitable for students on marketing, business and hospitality courses who require a good grounding in the principles of services marketing, the practical implications are shown clearly and effectively demonstrate how the principles are applied in the real world. A web based lecturer resource accompanies the text. Written from a European perspective by two authors with a wealth of relevant experience Includes an expanded section on the Internet, particularly in communications and service design Brings together an academic and practitioner viewpoint ensuring a wholly comprehensive approach to the subject.
533 $a Electronic reproduction. $b Amsterdam : $c Elsevier Science & Technology, $d 2009. $n Mode of access: World Wide Web. $n System requirements: Web browser. $n Title from title screen (viewed on Dec. 3, 2009). $n Access may be restricted to users at subscribing institutions.
650 0 $a Service industries $x Management. $3 645927
650 0 $a Service industries $x Marketing. $3 647833
650 1 7 $a Diensten. $2 gtt $3 854629
650 1 7 $a Klantenservice. $2 gtt $3 1068871
650 1 7 $a Marketing. $3 536353
655 7 $a Electronic books. $2 lcsh $3 542853
700 1 $a Mudie, Peter. $t Management and marketing of services. $3 1068869
700 1 $a Pirrie, Angela. $3 1068870
710 2 $a ScienceDirect (Online service) $3 848416
856 4 0 $3 ScienceDirect $u http://www.sciencedirect.com/science/book/9780750666749 $z An electronic book accessible through the World Wide Web; click for information
994 $a C0 $b TEF