02050cam a2200325 a 4500 16260666 OSt 20220126133823.0 100601s2011 at a 000 0 eng 2010929753 9780538476454 0538476451 DLC DLC DLC pcc HD9980.5.B32 Bateson, John E. G. Services marketing./ John E. G. Bateson, K. Douglas Hoffman 4th ed. Mason, OH: South-Western, 2011. xv, 468 p. : ill. ; 27 cm. Contents: 1. An overview of services marketing: Understanding the service experience -- Traditional service supersectors and ethical considerations -- Unique discrepancies between goods and services -- Consumer decision making in services marketing -- 2. The tactical services marketing mix: Focus on service processes -- Considerations for services pricing -- Effective service promotions -- Managing the servicescape and other physicals evidence -- People as strategy: managing service personnel -- People as strategy: managing service consumers -- 3. Implementing successful service strategies: The essentials of customer satisfaction measurement -- Service quality: identifying and rectifying the gaps -- Managing service failures and implementing effective recovery strategies -- Strategies for facilitating customer loyalty and retention -- Pulling the pieces together: creating a world-class service culture -- Service industries Marketing. Hoffman, K. Douglas Contributor biographical information http://www.loc.gov/catdir/enhancements/fy1105/2010929753-b.html Publisher description http://www.loc.gov/catdir/enhancements/fy1105/2010929753-d.html Table of contents only http://www.loc.gov/catdir/enhancements/fy1105/2010929753-t.html 7 cbc orignew 2 epcn 20 y-gencatlg lcc BK 7836 15336 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-11-07 WIUC HD9980.5.B321(4e) K/1542/1542/19 2021-10-21 00:00:00 2 2021-10-21 BK 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-11-07 WIUC HD9980.5.B322(4e) K/1543/1543/19 2021-10-21 00:00:00 3 2021-10-21 BK 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-10-24 WIUC HD9980.5.B32(4e) K/432/432/19 2022-01-26 00:00:00 1 2021-10-21 BK