000			02050cam a2200325 a 4500
001			16260666
003			OSt
005			20220126133823.0
008			100601s2011 at a 000 0 eng
010			_a 2010929753
020			_a9780538476454
020			_a0538476451
040			_aDLC _cDLC _dDLC
042			_apcc
050	0	0	_aHD9980.5.B32
100			_qBateson, John E. G.
245	1	0	_aServices marketing./ _cJohn E. G. Bateson, K. Douglas Hoffman
250			_a4th ed.
260			_aMason, OH: _bSouth-Western, _c2011.
300			_axv, 468 p. : _bill. ; _c27 cm.
505			_aContents: 1. An overview of services marketing: Understanding the service experience -- Traditional service supersectors and ethical considerations -- Unique discrepancies between goods and services -- Consumer decision making in services marketing -- 2. The tactical services marketing mix: Focus on service processes -- Considerations for services pricing -- Effective service promotions -- Managing the servicescape and other physicals evidence -- People as strategy: managing service personnel -- People as strategy: managing service consumers -- 3. Implementing successful service strategies: The essentials of customer satisfaction measurement -- Service quality: identifying and rectifying the gaps -- Managing service failures and implementing effective recovery strategies -- Strategies for facilitating customer loyalty and retention -- Pulling the pieces together: creating a world-class service culture --
650		0	_aService industries _xMarketing.
700			_qHoffman, K. Douglas
856	4	2	_3Contributor biographical information _uhttp://www.loc.gov/catdir/enhancements/fy1105/2010929753-b.html
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/enhancements/fy1105/2010929753-d.html
856	4	1	_3Table of contents only _uhttp://www.loc.gov/catdir/enhancements/fy1105/2010929753-t.html
906			_a7 _bcbc _corignew _d2 _eepcn _f20 _gy-gencatlg
942			_2lcc _cBK
999			_c7836 _d15336