Management and Marketing of Services

2. New Auflage 2017
ISBN: 978-1-138-46681-4
Verlag: Taylor & Francis Ltd

Buch, Englisch, 320 Seiten, Format (B × H): 156 mm x 234 mm, Gewicht: 454 g

This second edition of The Management and Marketing of Services builds on the success of the first edition and now includes increased coverage of many key areas, extensive examples and case studies. This second edition looks closely at relationship marketing and public sector issues as well as providing expanded sections on: the definition of services, expectations, competitive advantage, pricing of services, segmentation/positioning of services, the service encounter and service employees. The Management and Marketing of Services is a highly accessible text ideal for practitioners and students looking for a comprehensive treatment of this subject area.

Autoren/Hrsg.

Mudie, Peter

Cottam, Angela

Fachgebiete

• Wirtschaftswissenschaften Wirtschaftswissenschaften Wirtschaftswissenschaften: Allgemeines

Inhaltsverzeichnis

Chapter 1 Introducing Services; Chapter 2 The Organizational Setting; Chapter 3 Service Design; Chapter 4 The Service Setting; Chapter 5 Service Quality; Chapter 6 The Service Encounter; Chapter 7 Service Employees; Chapter 8 Managing Demand and Supply; Chapter 9 Service Communications; Chapter 10 Performance Measurement; Chapter 11 Delivering Satisfaction; Chapter 12 Monitoring and Evaluating the Service;

Über Autor(innen)

Peter Mudie, Angela Cottam