Principles of services marketing / Adrian Palmer.
Material type: TextPublication details: Maidenhead : McGraw-Hill Education, c2011.Edition: 6th edDescription: xvii, 525 p. : ill. ; 27 cmISBN:- 9780077129514 (pbk.)
- 0077129512 (pbk.)
- 658.8 PAL
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Standard Loan | Moylish Library Main Collection | 658.8 PAL (Browse shelf(Opens below)) | 2 | Available | 39002100444117 |
Enhanced descriptions from Syndetics:
Covering management of the service counter and recovery from service failure, customer care, and information as a source of competitive advantage, this text is introduced by a discussion of the difference between goods and service marketing.
Previous ed.: 2008.
Includes bibliographical references and index.
Covering management of the service counter and recovery from service failure, customer care, and information as a source of competitive advantage, this text is introduced by a discussion of the difference between goods and service marketing.
Table of contents provided by Syndetics
- 1 What is services marketing?
- 2 The service encounter
- 3 Service efficiency and effectiveness in the internet age
- 4 Making services accessible to consumers
- 5 Understanding services buyer behaviour
- 6 Relationships, partnerships and networks
- 7 Innovation and new service development
- 8 Developing service brands
- 9 Service quality
- 10 Engaging employees in service delivery
- 11 The pricing of services
- 12 Yield Management - Managing demand and capacity effectively
- 13 Managing communications
- 14 Globalised services marketing