Essentials of Services Marketing Concepts, Strategies and Cases
, by Hoffman, K. Douglas; Bateson, John E.G.
- ISBN: 9780030288920 | 0030288924
- Cover: Hardcover
- Copyright: 6/29/2001
The primary objective of Essentials of Services Marketing: Concepts, Strategies Cases, 2e is to provide materials that not only introduce the student to the field of services marketing, but also acquaint the student with specific customer service issues. The business world now demands, in addition to traditional business knowledge, increasing employee competence in customer satisfaction, service quality, and customer service - skills that are essential in sustaining the existing customer base.
| Preface | viii | ||||
| part one An Overview of Services Marketing | 1 | (130) | |||
|
2 | (24) | |||
|
4 | (1) | |||
|
4 | (4) | |||
|
8 | (1) | |||
|
9 | (1) | |||
|
10 | (4) | |||
|
14 | (7) | |||
|
21 | (1) | |||
|
22 | (4) | |||
|
26 | (26) | |||
|
27 | (4) | |||
|
31 | (7) | |||
|
38 | (3) | |||
|
41 | (7) | |||
|
48 | (4) | |||
|
52 | (29) | |||
|
53 | (4) | |||
|
57 | (4) | |||
|
61 | (15) | |||
|
76 | (1) | |||
|
77 | (4) | |||
|
81 | (24) | |||
|
82 | (6) | |||
|
88 | (13) | |||
|
101 | (4) | |||
|
105 | (26) | |||
|
107 | (1) | |||
|
107 | (1) | |||
|
107 | (7) | |||
|
114 | (3) | |||
|
117 | (3) | |||
|
120 | (4) | |||
|
124 | (1) | |||
|
125 | (2) | |||
|
127 | (4) | |||
| part two Service Strategy: Managing the Service Encounter | 131 | (162) | |||
|
132 | (33) | |||
|
135 | (3) | |||
|
138 | (2) | |||
|
140 | (2) | |||
|
142 | (1) | |||
|
143 | (6) | |||
|
149 | (12) | |||
|
161 | (4) | |||
|
165 | (26) | |||
|
166 | (2) | |||
|
168 | (20) | |||
|
188 | (1) | |||
|
188 | (3) | |||
|
191 | (29) | |||
|
192 | (4) | |||
|
196 | (2) | |||
|
198 | (3) | |||
|
201 | (4) | |||
|
205 | (3) | |||
|
208 | (3) | |||
|
211 | (6) | |||
|
217 | (3) | |||
|
220 | (27) | |||
|
221 | (9) | |||
|
230 | (5) | |||
|
235 | (7) | |||
|
242 | (2) | |||
|
244 | (3) | |||
|
247 | (23) | |||
|
248 | (2) | |||
|
250 | (7) | |||
|
257 | (7) | |||
|
264 | (1) | |||
|
265 | (1) | |||
|
266 | (4) | |||
|
270 | (23) | |||
|
271 | (5) | |||
|
276 | (4) | |||
|
280 | (6) | |||
|
286 | (4) | |||
|
290 | (3) | |||
| part three Assessing and Improving Service Delivery | 293 | (148) | |||
|
294 | (29) | |||
|
295 | (3) | |||
|
298 | (1) | |||
|
299 | (2) | |||
|
301 | (2) | |||
|
303 | (4) | |||
|
307 | (1) | |||
|
307 | (3) | |||
|
310 | (3) | |||
|
313 | (6) | |||
|
319 | (4) | |||
|
323 | (28) | |||
|
324 | (1) | |||
|
325 | (1) | |||
|
326 | (8) | |||
|
334 | (8) | |||
|
342 | (4) | |||
|
346 | (5) | |||
|
351 | (32) | |||
|
352 | (1) | |||
|
352 | (9) | |||
|
361 | (3) | |||
|
364 | (5) | |||
|
369 | (1) | |||
|
370 | (7) | |||
|
377 | (6) | |||
|
383 | (30) | |||
|
385 | (1) | |||
|
386 | (2) | |||
|
388 | (3) | |||
|
391 | (3) | |||
|
394 | (3) | |||
|
397 | (1) | |||
|
398 | (6) | |||
|
404 | (5) | |||
|
409 | (4) | |||
|
413 | (28) | |||
|
415 | (4) | |||
|
419 | (9) | |||
|
428 | (4) | |||
|
432 | (5) | |||
|
437 | (4) | |||
| part four Cases | 441 | (118) | |||
|
442 | (9) | |||
|
451 | (3) | |||
|
454 | (12) | |||
|
466 | (3) | |||
|
469 | (3) | |||
|
472 | (2) | |||
|
474 | (6) | |||
|
480 | (4) | |||
|
484 | (5) | |||
|
489 | (12) | |||
|
501 | (2) | |||
|
503 | (18) | |||
|
521 | (9) | |||
|
530 | (6) | |||
|
536 | (3) | |||
|
539 | (6) | |||
|
545 | (14) | |||
| Index | 559 | (9) | |||
| Credits | 568 |
What is included with this book?
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.
Please wait while the item is added to your bag...
