A01=Angela Cottam
A01=Peter Mudie
advanced service marketing research
Aggrieved Customer
Author_Angela Cottam
Author_Peter Mudie
Average Customer Lifetime
Category=KJMV7
Category=KJS
Charter Mark
Committed Workforce
contact
customer
Customer Contact Personnel
customer experience analysis
delivery
Dissatisfied Customers
employees
Empower Frontline Employees
encounter
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Es Ta
Expectancy Disconfirmation Model
Feed Back
Front Office Employees
frontline
Frontline Employees
Labour Intensity
MBA Student
Measuring Role Ambiguity
Mystery Customer
organizations
performance evaluation methods
Personal Selling
public sector service delivery
quality
Quantitative Research
Queueing System
Quick Service Restaurant Industry
Reed Employment
relationship marketing strategies
retention
Role Conflict Measurement
satisfaction
Service Encounter
service operations management
service segmentation techniques
Tangible Clue
Traditional IQ Test
Product details
- ISBN 9780750635943
- Weight: 590g
- Dimensions: 156 x 234mm
- Publication Date: 30 Jun 1999
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
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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.
