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Services Marketing Management / Peter Mudie and Angela Pirrie.

By: Contributor(s): Material type: TextTextLanguage: English Series: Professional and Trade SeriesPublication details: Amsterdam : Elsevier / Butterworth-Heinemann, ©2006.Edition: 3rd edDescription: xii, 267 pages : illustrations ; 25 cmISBN:
  • 0750666749
Subject(s): DDC classification:
  • 658.8 MUD
Contents:
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.
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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.

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