The management and marketing of services

By:

Mudie, Peter

Contributor(s):

Cottam, Angela

Material type: Text

TextPublication details: Oxford ; Boston : Butterworth Heinemann, 1999.Edition: 2nd edDescription: x, 306 p. : ill. ; 24 cmISBN:

0750635940

Subject(s):

DDC classification:

658.802 MUD

Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
Standard Loan	Moylish Library Main Collection	658.8 MUD (Browse shelf(Opens below))	1	Available		39002000211905

Browsing Moylish Library shelves, Shelving location: Main Collection Close shelf browser (Hides shelf browser)

Previous								Next
Previous	658.8 MOU Cases in marketing management	658.8 MOU Problems in marketing : applying key concepts and techniques /	658.8 MUD The management and marketing of services Peter Mudie and Angela Cottam	658.8 MUD The management and marketing of services	658.8 MUL Marketing management : a strategic, decision-making approach /	658.8 MUR Marketing management an introduction /	658.8 MUT Customer relationship management : electronic customer care in the new economy /	Next

Enhanced descriptions from Syndetics:

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.

Value Proposition Design helps you tackle a core challenge of every business creating compelling products and services customers want to buy. This practical book, paired with its online companion, will teach you the processes and tools you need to succeed.

Includes bibliographical references and index.

Table of contents provided by Syndetics

Preface to the second edition (p. vii)
Preface to the first edition (p. viii)
Acknowledgements (p. ix)
1 Introducing services (p. 1)
2 The organizational setting (p. 26)
3 Service design (p. 44)
4 The service setting (p. 63)
5 Service quality (p. 81)
6 The service encounter (p. 109)
7 Service employees (p. 132)
8 Managing demand and supply (p. 159)
9 Service communications (p. 189)
10 Performance measurement (p. 215)
11 Delivering satisfaction (p. 253)
12 Monitoring and evaluating the service (p. 282)
Index (p. 305)

Author notes provided by Syndetics

Angela Cottam is a lecturer in marketing at Napier University.