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The management and marketing of services

Cottam, Angela.

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The management and marketing of services

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	The management and marketing of services/ Peter Mudie and Angela Cottam.
作者:	Mudie, Peter.
其他作者:	Cottam, Angela.
出版者:	Oxford ;Butterworth Heinemann, : 1999.,
面頁冊數:	x, 306 p. :ill. ;24 cm.
內容註:	Establishing a framework for service creation and delivery - Introducing services; Understanding organizations; Service design; Service setting; Managing customer and service interaction - Service quality; Service encounter; Service employees; Managing demand and supply; Service communications; Controlling service delivery - Performance measurement; Monitoring and evaluating the service; Satisfaction guaranteed. --.
標題:	Service industries - Management. -
電子資源:	http://www.sciencedirect.com/science/book/9780750635943An electronic book accessible through the World Wide Web; click for information
電子資源:	http://www.loc.gov/catdir/toc/els033/99461880.html
電子資源:	http://www.loc.gov/catdir/description/els033/99461880.html
ISBN:	0750635940

The management and marketing of services
Mudie, Peter.

The management and marketing of services[electronic resource] /Peter Mudie and Angela Cottam. - 2nd ed. - Oxford ;Butterworth Heinemann,1999. - x, 306 p. :ill. ;24 cm.

Includes bibliographical references and index.

Establishing a framework for service creation and delivery - Introducing services; Understanding organizations; Service design; Service setting; Managing customer and service interaction - Service quality; Service encounter; Service employees; Managing demand and supply; Service communications; Controlling service delivery - Performance measurement; Monitoring and evaluating the service; Satisfaction guaranteed. --.

This second edition of The Management and Marketing of Services builds on the success of the first edition and now includes increased coverage of many key areas, extensive examples and case studies. This second edition looks closely at relationship marketing and public sector issues as well as providing expanded sections on: the definition of services, expectations, competitive advantage, pricing of services, segmentation/positioning of services, the service encounter and service employees. The Management and Marketing of Services is a highly accessible text ideal for practitioners and students looking for a comprehensive treatment of this subject area. Comprehensive framework for practitioners and students interested in addressing the issues that characterize service organizations Provides a highly accessible perspective on the management and marketing of services Full of examples and case study materials to illustrate the text.

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

Mode of access: World Wide Web.

ISBN: 0750635940

Source: 94133:94132Elsevier Science & Technologyhttp://www.sciencedirect.comSubjects--Topical Terms:

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

542853
Electronic books.

LC Class. No.: HD9980.5 / .M83 1999

Dewey Class. No.: 658

The management and marketing of services
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245 1 4 $a The management and marketing of services $h [electronic resource] / $c Peter Mudie and Angela Cottam.
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300 $a x, 306 p. : $b ill. ; $c 24 cm.
504 $a Includes bibliographical references and index.
505 0 $a Establishing a framework for service creation and delivery - Introducing services; Understanding organizations; Service design; Service setting; Managing customer and service interaction - Service quality; Service encounter; Service employees; Managing demand and supply; Service communications; Controlling service delivery - Performance measurement; Monitoring and evaluating the service; Satisfaction guaranteed. --.
520 $a This second edition of The Management and Marketing of Services builds on the success of the first edition and now includes increased coverage of many key areas, extensive examples and case studies. This second edition looks closely at relationship marketing and public sector issues as well as providing expanded sections on: the definition of services, expectations, competitive advantage, pricing of services, segmentation/positioning of services, the service encounter and service employees. The Management and Marketing of Services is a highly accessible text ideal for practitioners and students looking for a comprehensive treatment of this subject area. Comprehensive framework for practitioners and students interested in addressing the issues that characterize service organizations Provides a highly accessible perspective on the management and marketing of services Full of examples and case study materials to illustrate the text.
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856 4 2 $3 Publisher description $u http://www.loc.gov/catdir/description/els033/99461880.html
994 $a C0 $b TEF