00893nam a22001577a 4500008004100000020001500041050001800056100001900074245005500093250001200148260003300160300002800193500001900221505047900240650001600719120528t        xxu||||| |||| 00| 0 eng d  a0077107942  aHF5415.13.P18  aPalmer, Adrian  aPrinciples of services marketing. /cAdrian Palmer  a4th ed.  aBoson:bMcGraw Hill,cc2005.  axi,575 p.:bill;c24cm.  aIncludes index  aContents: What is services marketing? -- The Service offer -- The Service encounter -- Services buying processes -- Relationship marketing and customer loyalty -- Managing knowledge -- Service positioning and targeting -- Service quality -- Making services accessible to customers -- The Pricing of services -- Promoting services -- The Marketing impacts of services employees -- Managing capacity -- International marketing of services -- Case study: CD marketing services.  bMarketing.