Mudie, Peter.
Services Marketing Management / Peter Mudie and Angela Pirrie. - 3rd ed. - Amsterdam : Elsevier / Butterworth-Heinemann, ©2006. - xii, 267 pages : illustrations ; 25 cm - Professional and Trade Series .
1. Introducing services --
2. Organization for service --
3. Design of the service --
4. The service setting --
5. Service quality --
6. The service encounter --
7. Managing people --
8. Demand and capacity management --
9. Service communications --
10. Performance measurement --
11. Relationship marketing --
12. Monitoring and evaluating the service.
0750666749
Service industries--Management.
Service industries--Marketing.
658.8 / MUD
Services Marketing Management / Peter Mudie and Angela Pirrie. - 3rd ed. - Amsterdam : Elsevier / Butterworth-Heinemann, ©2006. - xii, 267 pages : illustrations ; 25 cm - Professional and Trade Series .
1. Introducing services --
2. Organization for service --
3. Design of the service --
4. The service setting --
5. Service quality --
6. The service encounter --
7. Managing people --
8. Demand and capacity management --
9. Service communications --
10. Performance measurement --
11. Relationship marketing --
12. Monitoring and evaluating the service.
0750666749
Service industries--Management.
Service industries--Marketing.
658.8 / MUD