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The management and marketing of services

Cottam, Angela.

The management and marketing of services

Record Type:	Electronic resources : Monograph/item
Title/Author:	The management and marketing of servicesPeter Mudie and Angela Cottam.
Author:	Mudie, Peter.
other author:	Cottam, Angela.
Published:	Oxford ;Butterworth Heinemann,1999.
Description:	x, 306 p. :ill. ;24 cm.
Subject:	Service industriesManagement.
Online resource:	An electronic book accessible through the World Wide Web; click for information
Online resource:	http://www.loc.gov/catdir/toc/els033/99461880.html
Online resource:	http://www.loc.gov/catdir/description/els033/99461880.html
ISBN:	9780750635943

The management and marketing of services
Mudie, Peter.

The management and marketing of services[electronic resource] /Peter Mudie and Angela Cottam. - 2nd ed. - Oxford ;Butterworth Heinemann,1999. - x, 306 p. :ill. ;24 cm.

Includes bibliographical references and index.

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; Satisfaction guaranteed. --.

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. Comprehensive framework for practitioners and students interested in addressing the issues that characterize service organizations Provides a highly accessible perspective on the management and marketing of services Full of examples and case study materials to illustrate the text.

Electronic reproduction.
Amsterdam :
Elsevier Science & Technology,
2009.

Mode of access: World Wide Web.

ISBN: 9780750635943

Source: 94133:94132Elsevier Science & Technologyhttp://www.sciencedirect.comSubjects--Topical Terms:

200007
Service industries
--Management.Index Terms--Genre/Form:

214472
Electronic books.

LC Class. No.: HD9980.5 / .M83 1999

Dewey Class. No.: 658

The management and marketing of services
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003 OCoLC
005 20100729101520.0
006 m d
007 cr cn|||||||||
008 100818s1999 enka ob 001 0 eng d
020 $a 9780750635943
020 $a 0750635940
035 $a (OCoLC)474951907
035 $a ocn474951907
037 $a 94133:94132 $b Elsevier Science & Technology $n http://www.sciencedirect.com
040 $a OPELS $b eng $c OPELS
049 $a TEFA
050 1 4 $a HD9980.5 $b .M83 1999
082 0 4 $a 658 $2 22
100 1 $a Mudie, Peter. $3 454868
245 1 4 $a The management and marketing of services $h [electronic resource] / $c Peter Mudie and Angela Cottam.
250 $a 2nd ed.
260 $a Oxford ; $a Boston : $b Butterworth Heinemann, $c 1999.
300 $a x, 306 p. : $b ill. ; $c 24 cm.
504 $a Includes bibliographical references and index.
505 0 $a 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; Satisfaction guaranteed. --.
520 $a 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. Comprehensive framework for practitioners and students interested in addressing the issues that characterize service organizations Provides a highly accessible perspective on the management and marketing of services Full of examples and case study materials to illustrate the text.
533 $a Electronic reproduction. $b Amsterdam : $c Elsevier Science & Technology, $d 2009. $n Mode of access: World Wide Web. $n System requirements: Web browser. $n Title from title screen (viewed on Dec. 3, 2009). $n Access may be restricted to users at subscribing institutions.
650 0 $a Service industries $x Management. $3 200007
650 0 $a Service industries $x Marketing. $3 187344
650 1 7 $a Dienstensector. $2 gtt $3 454870
650 1 7 $a Management. $3 180005
650 1 7 $a Marketing. $3 182957
655 7 $a Electronic books. $2 local. $3 214472
700 1 $a Cottam, Angela. $3 454869
710 2 $a ScienceDirect (Online service) $3 307425
776 1 $c Original $z 0750635940 $z 9780750635943 $w (DLC) 99461880 $w (OCoLC)42006115
856 4 0 $3 ScienceDirect $u http://www.sciencedirect.com/science/book/9780750635943 $z An electronic book accessible through the World Wide Web; click for information
856 4 1 $3 Table of contents $u http://www.loc.gov/catdir/toc/els033/99461880.html
856 4 2 $3 Publisher description $u http://www.loc.gov/catdir/description/els033/99461880.html
994 $a C0 $b TEF

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http://www.loc.gov/catdir/toc/els033/99461880.html
http://www.loc.gov/catdir/description/els033/99461880.html

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