000			02110cam a22003254a 4500
001			207212
003			OSt
005			20230914143445.0
008			990402s2000 maua i 000 0 eng
010			_a 99072007
020			_a0395769167 (pbk.)
040			_aWIUC - GH _cWIUC - GH _dDLC
042			_apcc
050	0	0	_aHD9980.5 _b.F544 2000
082	0	0	_a658.8 _221
100	1		_aFisk, Raymond P. _92417
245	1	0	_aInteractive services marketing / _cRaymond P. Fisk, Stephen J. Grove, Joby John.
250			_a1st ed.
260			_aBoston : _bHoughton Mifflin, _cc2000.
300			_axix, 250 p. : _bill. ; _c26 cm.
500			_aIncludes indexes.
505			_aContents: 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
650		0	_aService industries _xMarketing. _9336
650		0	_aService industries _xManagement. _92418
700	1		_aGrove, Stephen J. _q(Stephen John), _d1950- _92419
700	1		_aJohn, Joby, _d1957- _92420
906			_a7 _bcbc _corignew _d2 _eopcn _f19 _gy-gencatlg
942			_2lcc _cBK
999			_c10056 _d17556