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Services marketing : a contemporary approach

Author: Christo Boshoff
Publisher: Cape Town, South Africa : Juta, 2014.
Edition/Format:   Print book : English : 2nd edView all editions and formats
Summary:

Services marketing has developed and is now a well-established sub-discipline of marketing, with its own theories and body of knowledge. This second edition offers new case studies from contemporary  Read more...

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Document Type: Book
All Authors / Contributors: Christo Boshoff
ISBN: 9780702197529 0702197521
OCLC Number: 871365245
Notes: First ed. authored by Christo Boshoff, Flip du Plessis.
Description: x, 404 pages : illustrations ; 25 cm
Contents: Introduction to services marketing --
The management of service quality --
Customer decision making --
Understanding customers --
Service development and design --
The pricing of services --
The service delivery process --
Managing employees' roles in service delivery --
Managing customers' roles in service delivery --
The role of the physical environment in service delivery --
Integrated service marketing communications --
Managing demand and capacity --
Building customer relationship and loyalty --
Service recovery.
Responsibility: editor, Christo Boshoff.

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