Services marketing : an interactive approach / Raymond P. Fisk, Stephen J. Grove, Joby John.
Material type: TextPublisher: [South Melbourne, Vic.] : South-Western Cengage Learning, [2014]Copyright date: © 2014Edition: Fourth edition; International editionDescription: xxiii, 261 pages : illustrations ; 26 cmContent type:- text
- unmediated
- volume
- 1285193903
- 9781285193908
- 658.8 23
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Book | City Campus City Campus Main Collection | 658.8 FIS (Browse shelf(Opens below)) | 1 | Available | A508062B | ||
Book | City Campus City Campus Main Collection | 658.8 FIS (Browse shelf(Opens below)) | 1 | Available | A508134B | ||
Book | City Campus City Campus Main Collection | 658.8 FIS (Browse shelf(Opens below)) | 1 | Available | A508135B |
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Previous ed.: 2008.
Includes bibliographical references and index.
Understanding services marketing -- Frameworks for managing the customer's experience -- Plugging into the information age -- Planning and producing the service performance -- Designing the service setting -- Leveraging the people factor -- Managing the customer mix -- Setting a price for the service rendered -- Promoting the interactive service experience -- Building customer loyalty through service quality -- Regaining customer confidence through customer service and service recovery -- Researching service success and failure -- Developing marketing strategies for services -- Coping with fluctuating demand for services -- Thinking globally : "it's a small world after all.".
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