Management and Marketing of Services

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  • Edition: 2nd
  • Format: Nonspecific Binding
  • Copyright: 1999-07-13
  • Publisher: Routledge

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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.

Author Biography

Angela Cottam is a lecturer in marketing at Napier University.

Table of Contents

Preface to the second editionp. vii
Preface to the first editionp. viii
Acknowledgementsp. ix
Introducing servicesp. 1
The organizational settingp. 26
Service designp. 44
The service settingp. 63
Service qualityp. 81
The service encounterp. 109
Service employeesp. 132
Managing demand and supplyp. 159
Service communicationsp. 189
Performance measurementp. 215
Delivering satisfactionp. 253
Monitoring and evaluating the servicep. 282
Indexp. 305
Table of Contents provided by Syndetics. All Rights Reserved.

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