新生學校財團法人新生醫護管理專科學校圖書館 |

The management and marketing of services

Record Type:	Electronic resources : Monograph/item
Title/Author:	The management and marketing of services/ Peter 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 industries - Management. -
Online resource:	An electronic book accessible through the World Wide Web; click for information
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:

201890
Service industries
--Management.Index Terms--Genre/Form:

96803
Electronic books.

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

Dewey Class. No.: 658

The management and marketing of services
LDR:02929cmm 2200349Ia 4500 001 153397
003 OCoLC
005 20100729101520.0
006 m d
007 cr cn|||||||||
008 160218s1999 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 291919
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 : $c 1999. $b Butterworth Heinemann,
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 201890
650 0 $a Service industries $x Marketing. $3 291921
650 1 7 $a Dienstensector. $2 gtt $3 291922
650 1 7 $a Management. $3 96264
650 1 7 $a Marketing. $3 73316
655 7 $a Electronic books. $2 local. $3 96803
700 1 $a Cottam, Angela. $3 291920
710 2 $a ScienceDirect (Online service) $3 254709
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