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Services marketing

Autore: David L Kurtz; Kenneth E Clow
Editore: New York, NY : J. Wiley & Sons, ©1998.
Edizione/Formato:   Libro a stampa : EnglishVedi tutte le edizioni e i formati
Banca dati:WorldCat
Sommario:
In an engaging and interesting writing style, the authors present the latest theories and concepts of both domestic and international services marketing, all within the context of how theory is applied in today's dynamic environment. Each chapter contains a short case that allows students an opportunity to apply the concepts of the chapter. All cases are real-world companies, from Scandinavian Airlines to Kinko's.  Per saperne di più…
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Informazioni aggiuntive sul formato: Online version:
Kurtz, David L.
Services marketing.
New York, NY : J. Wiley & Sons, ©1998
(OCoLC)891822036
Tipo materiale: Risorsa internet
Tipo documento {1} {2}, {1} {2}
Tutti gli autori / Collaboratori: David L Kurtz; Kenneth E Clow
{0} 0471180343 9780471180340
Numero OCLC: 37109256
Descrizione: xxii, 570 pages : illustrations ; 25 cm
Contenuti: About the Authors --
Preface --
Ch. 1. Introduction to Services Marketing --
Ch. 2. The Purchase Process for Services --
Ch. 3. Consumer Expectations of Services --
Ch. 4. Service Quality --
Ch. 5. Operations --
Ch. 6. People --
Ch. 7. Environment --
Ch. 8. Pricing --
Ch. 9. Distribution --
Ch. 10. Competitive Marketing Strategies --
Ch. 11. Managing Supply, Demand, and Productivity --
Ch. 12. Customer Retention --
Ch. 13. An Integrated Communications Program --
Case 1. Jefferson-Pilot Corporation --
Case 2. Autotest --
Case 3. Clifton, The Country Inn --
Case 4. ERG International, Inc. --
Case 5. Adult Day Care Center --
Case 6. Wright Airline Services Information Systems Organization --
Case 7. Eagle Crest Country Club --
Case 8. Apollo Hospitals of India (B) --
Subject Index --
Name Index.
Responsabilità: David L. Kurtz, Kenneth E. Clow.
Maggiori informazioni

Abstract:

In an engaging and interesting writing style, the authors present the latest theories and concepts of both domestic and international services marketing, all within the context of how theory is applied in today's dynamic environment. Each chapter contains a short case that allows students an opportunity to apply the concepts of the chapter. All cases are real-world companies, from Scandinavian Airlines to Kinko's. Plus, Services in Action boxes in each chapter spotlight how real-world companies use the concepts. Finally, 8 comprehensive cases throughout the text require readers to integrate the concepts and theories they have learned.

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