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Textbook
Services MarketingISBN: 978-0-471-18034-0
Paperback
596 pages
September 1997, ©1998
 This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.
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THE FOUNDATIONS OF SERVICES MARKETING.
Introduction to Services Marketing.
The Purchase Process for Services.
Consumer Expectations of Services.
Service Quality.
MANAGING THE SERVICE OUTCOME.
Operations.
People.
Environment.
Pricing.
Distribution.
SERVICES STRATEGIES.
Competitive Marketing Strategies.
Managing Supply, Demand, and Productivity.
Customer Retention.
An Integrated Communications Program.
Cases.
Indexes.
Introduction to Services Marketing.
The Purchase Process for Services.
Consumer Expectations of Services.
Service Quality.
MANAGING THE SERVICE OUTCOME.
Operations.
People.
Environment.
Pricing.
Distribution.
SERVICES STRATEGIES.
Competitive Marketing Strategies.
Managing Supply, Demand, and Productivity.
Customer Retention.
An Integrated Communications Program.
Cases.
Indexes.
Related Titles
General Marketing & Sales
Resources for
Instructors
Contact a Wiley Sales Rep
Find Your Rep
Resources for
Students
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