Handbook of services marketing & management /
Handbook of services marketing & management /
- Thousand Oaks : Sage Publications, 2000.
- ix, 521 p. : ill. ; 27 cm.
Includes bibliographical references and indexes.
I. Services: the setting. pt. 1. Environment/performance -- pt. 2. Technology/participation. II. Services: demand management -- III. Services: excellence and profitability -- IV. Service recovery -- V. Service relationships -- VI. Services: the firm.
This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world's leading experts on services marketing and management.
0761916113 (acidfree paper) 9780761916116 0761916121
Service industries--Marketing.
Service industries--Management.
Customer services--Marketing.
Customer services--Management.
658
Includes bibliographical references and indexes.
I. Services: the setting. pt. 1. Environment/performance -- pt. 2. Technology/participation. II. Services: demand management -- III. Services: excellence and profitability -- IV. Service recovery -- V. Service relationships -- VI. Services: the firm.
This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world's leading experts on services marketing and management.
0761916113 (acidfree paper) 9780761916116 0761916121
Service industries--Marketing.
Service industries--Management.
Customer services--Marketing.
Customer services--Management.
658