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Services marketing

著者: David L Kurtz; Kenneth E Clow
出版商: New York, NY : J. Wiley & Sons, ©1998.
版本/格式:   打印图书 : 英语查看所有的版本和格式
数据库:WorldCat
提要:
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.  再读一些...
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附加的形体格式: Online version:
Kurtz, David L.
Services marketing.
New York, NY : J. Wiley & Sons, ©1998
(OCoLC)891822036
材料类型: 互联网资源
文档类型 图书, 互联网资源
所有的著者/提供者: David L Kurtz; Kenneth E Clow
ISBN: 0471180343 9780471180340
OCLC号码: 37109256
描述: xxii, 570 pages : illustrations ; 25 cm
内容: 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.
责任: David L. Kurtz, Kenneth E. Clow.
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摘要:

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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