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The management and marketing of services

Author: Peter Mudie; Angela Cottam
Publisher: Oxford ; Boston : Butterworth Heinemann, 1993.
Series: B H contemporary business series.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:

This text covers service-oriented areas such as service design, productivity and characteristics. Also, more general topics are explored, which focus on the implications for services. These include  Read more...

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Genre/Form: Lehrbuch
Document Type: Book
All Authors / Contributors: Peter Mudie; Angela Cottam
ISBN: 0750607890 9780750607896
OCLC Number: 43287985
Description: xi, 269 pages : illustrations ; 25 cm.
Contents: Pt. 1. Establishing a Framework for Service Creation and Delivery --
1. Introducing services --
2. The organizational setting --
3. Service design --
4. The service setting --
Pt. 2. Managing Customer and Service Interaction --
5. Service quality --
6. The service encounter --
7. Service employees --
8. Managing demand and supply --
9. Service communications --
Pt. 3. Controlling Service Delivery --
10. Performance measurement --
11. Satisfaction guaranteed (providing guarantees and handling complaints) --
12. Monitoring and evaluating the service.
Series Title: B H contemporary business series.
Responsibility: Peter Mudie and Angela Cottam.
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