02110cam a22003254a 4500 207212 OSt 20230914143445.0 990402s2000 maua i 000 0 eng 99072007 0395769167 (pbk.) WIUC - GH WIUC - GH DLC pcc HD9980.5 .F544 2000 658.8 21 Fisk, Raymond P. 2417 Interactive services marketing / Raymond P. Fisk, Stephen J. Grove, Joby John. 1st ed. Boston : Houghton Mifflin, c2000. xix, 250 p. : ill. ; 26 cm. Includes indexes. Contents: Part 1:Foundations of services marketing: Grasping the uniqueness of services marketing -- Frameworks for managing the customer's experience -- Plugging into the information age -- Part II: Management issues in services marketing: Developing marketing strategies for services -- Planning the services performance -- Coping with fluctuating demand for services -- Part III:Creating value: Leveraging the people factor -- Designing the service setting -- Managing the customer mix. Part IV: Pricing and promoting the service performance: Setting a price for the service rendered -- Promoting a product the customer cannot see Part V: Ensuring a positive customer experience: Delivering service quality and guaranteeing services -- Regaining customer confidence through customer service and service recovery -- Studying service success and failure Part VI: Expanding the service horizons: Thinking globally: "it's a small world after all" -- Back to the future: achieving service excellence in the twenty first century Service industries Marketing. 336 Service industries Management. 2418 Grove, Stephen J. (Stephen John), 1950- 2419 John, Joby, 1957- 2420 7 cbc orignew 2 opcn 19 y-gencatlg lcc BK 10056 17556 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2023-03-20 0 HD9980.5.F54 K/3165/0263/23 2023-09-14 00:00:00 2023-09-14 BK