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Baron, Steve

Services marketing : text and cases / Steve Baron, Kim Harris, Toni Hilton. - 3rd ed. - Basingstoke, Hampshire, UK ; New York : Palgrave Macmillan, 2009. - xvii, 358 p. : ill ; 25 cm.

Includes bibliographical references and index.

Introduction -- The contemporary context -- Service goals: the use of metaphors -- Customer interactions in services -- Consumer experiences -- Service design -- Service employees as operant resources -- Service quality and customer satisfaction -- Relationship marketing -- Service profitability -- Future research issues -- Case studies.

An exploration of issues, models, and theories of service marketing that discusses goals, customer interactions, consumer experience, relationship marketing, profitability, and other related topics, and includes case studies.

Adult Follett Library Resources.

ISBN: 9780230520936 (pbk.) 0230520936 (pbk.)

LCCN: 2008046589

Nat. Bib. No.: GBA8A9118 bnb

Nat. Bib. Agency Control No.: 014753891 Uk

Subjects--Topical Terms:
Service industries--Marketing.
Service industries--Marketing--Case studies.
Service industries--Marketing.
Service industries--Marketing--Case studies.

LC Class. No.: HD9980.5 / .B358 2009

Dewey Class. No.: 658.8