Essentials of services marketing

Web Site CiNii 所蔵館 10館

書誌事項

タイトル
"Essentials of services marketing"
責任表示
K. Douglas Hoffman, John E. G. Bateson
出版者
  • Dryden Press
出版年月
  • c1997
書籍サイズ
25 cm

この図書・雑誌をさがす

注記

Includes bibliographical references and index

Summary: The primary objective of [this book] is to provide instructional materials that not only introduce the student to the field of services marketing but also acquaint the student with specific customer service issues.... The [book first] concentrates on defining services marketing and providing the basic concepts that differentiate the marketing of services from the marketing of tangibles.... [It then discusses] topics that concern the management of the service encounter.... [The book also] focuses on customer satisfaction and service quality issues. Methods for tracking service failures and employee recovery efforts as well as customer retention strategies are also presented.... [The book concludes with] nine cases that illustrate the topics discussed throughout the book. -Pref

関連図書・雑誌

もっと見る

詳細情報 詳細情報について

ページトップへ