The management and marketing of services Peter Mudie and Angela Cottam
Material type:
TextPublication details: Oxford Butterworth-Heinemann 1993ISBN: - 0750607890
- 658.8 MUD
| Item type | Current library | Call number | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|
| Standard Loan | Moylish Library Main Collection | 658.8 MUD (Browse shelf(Opens below)) | Available | 39002000091307 |
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Enhanced descriptions from Syndetics:
This is a comprehensive text, which provides a highly accessible perspective on the management and marketing of services. In particular, service design and productivity are examined as well as more general topics such as the implications for services in
future. Suitable for undergraduates or postgraduates studying the management service operations in a marketing orientated environment. '..I recommend this book to all those who teach or study the marketing and/or management of services. It is a
practical guide for the student and a useful summary for the teacher.' Jonathan S. Swift, Senior Lecturer in Marketing Staffordshire University Business School - Jourl of the Market Research Society, November 1994 '... provides a comprehensive
framework for practitioners and students who wish to study the issues that characterise service organisations.' - Banking World, September 1993 - MEGAPHONE, July 1993 - Service Industries Journal, July 1994
Table of contents provided by Syndetics
- Part 1 Establishing a framework for service creation and delivery
- Introducing services
- Understanding organizations
- Service design
- Service setting
- Part 2 Managing customer and service interaction
- Service quality
- Service encounter
- Service employees
- Managing demand and supply
- Service communications
- Part 3 Controlling service delivery
- Performance measurement
- Monitoring and evaluating the service
- Satisfaction guaranteed