000			02417cam a22004214a 4500
001			12383881
003			BD-ChCU
005			20260720110227.0
008			010418s2002 txua b 001 0 eng
010			_a 2001090107
020			_a9789360530044
035			_a12383881
040			_aDLC _cDLC _dDLC
042			_apcc
050	0	0	_aHD9980.5 _b.H644 2002
082	0	0	_a658.8H 711s _223
100	1		_aHoffman, K. Douglas.
245	1	0	_aservices marketing :concepts strategies and cases/ _cK. Douglas Hoffman, John E. G. Bateson.
250			_a6th ed.
260			_aDelhi: _bCengage learning, _cc2024
300			_axxi, 352 p. : _bill. ; _c24 cm.
336			_atext _btxt _2rdacontent
337			_aunmediated _bn _2rdamedia
338			_avolume _bnc _2rdacarrier
440		4	_aThe Dryden Press series in marketing
500			_aA variety of multi-media instructional aids are available to supplement the text.
504			_aIncludes bibliographical references and index.
505	0		_aOverview of services marketing: Introduction to services; Fundamental differences between goods and services; Overview of the services sector; Consumer decision process issues in services marketing; Ethical issues in services marketing -- Service strategy, managing the service experience: Service delivery process; Pricing of services; Developing the service communication mix; Managing the firm's physical evidence; People issues, managing employees and customers -- Assessing and improving service delivery: Defining and measuring customer satisfaction; Defining and measuring service quality; Service failures and recovery strategies; Customer retention; Putting the pieces together, creating the seamless service firm -- Cases.
650		0	_aService industries _xMarketing.
700	1		_aBateson, John E. G.
856	4	2	_3Contributor biographical information _uhttp://www.loc.gov/catdir/enhancements/fy1514/2001090107-b.html
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/enhancements/fy1514/2001090107-d.html
856	4	1	_3Table of contents only _uhttp://www.loc.gov/catdir/enhancements/fy1514/2001090107-t.html
906			_a7 _bcbc _corignew _d2 _eepcn _f20 _gy-gencatlg
942			_2ddc _cBK _n0
999			_c114110 _d114110