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Services marketing : text and cases / Steve Baron, Kim Harris, Toni Hilton.

By: Contributor(s): Material type: TextTextPublication details: Basingstoke, Hampshire, UK ; New York : Palgrave Macmillan, 2009.Edition: 3rd edDescription: xvii, 358 p. : ill ; 25 cmISBN:
  • 9780230520936 (pbk.)
  • 0230520936 (pbk.)
Subject(s): DDC classification:
  • 658.8 22
LOC classification:
  • HD9980.5 .B358 2009
Contents:
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.
Summary: 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.
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Holdings
Item type Current library Call number Status Date due Barcode
REGULAR University of Wollongong in Dubai Main Collection 658.8 BA SE (Browse shelf(Opens below)) Available T0036895

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.

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