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Principles of services marketing / Adrian Palmer.

By: Material type: TextTextPublication details: Maidenhead : McGraw-Hill Education, c2011.Edition: 6th edDescription: xvii, 525 p. : ill. ; 27 cmISBN:
  • 9780077129514 (pbk.)
  • 0077129512 (pbk.)
Subject(s): DDC classification:
  • 658.8 PAL
Summary: 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.
Holdings
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

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