Peter Mudie, Angela Cottam

Management and Marketing of Services (eBook, ePUB)

• Format: ePub

Produktbeschreibung

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.

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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 306
• Erscheinungstermin: 13. Oktober 2010
• Englisch
• ISBN-13: 9781136386459
• Artikelnr.: 38251508

Autorenporträt

Peter Mudie, Angela Cottam

Inhaltsangabe

Establishing a framework for service creation and delivery - Introducing services
Understanding organizations
Service design
Service setting
Managing customer and service interaction - Service quality
Service encounter
Service employees
Managing demand and supply
Service communications
Controlling service delivery - Performance measurement
Monitoring and evaluating the service
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