Services Marketing ManagementBy
- Peter Mudie, Lecturer in Marketing, Napier University
- Angela Pirrie, Lecturer in Marketing, Napier University
Primary: Undergraduate students on business, marketing and hospitality & tourism degreesSecondary: Postgraduate business and marketing students on masters degrees and MBAs
Published: March 2006
Imprint: Butterworth Heinemann
- Preface; Acknowledgements; Introducing services; The organizational setting; Service design; The service setting; Service quality; The service encounter; Service employees; Managing demand and supply; Service communications; Performance measurement; Delivering satisfaction; Monitoring and evaluating the service; Index.