|
|
|
|
| LEADER |
00000cam a2200000 7i4500 |
| 001 |
0000057565 |
| 005 |
20160616093000.0 |
| 008 |
090129s1995 ii eng |
| 020 |
|
|
|a 9788120329355
|
| 090 |
0 |
0 |
|a HD9980.5
|b .U53 1995
|
| 245 |
0 |
0 |
|a Understanding services management :
|b integrating marketing, organisational behaviour, operations and human resource management
|c edited by William J. Glynn and James G. Barnes
|
| 260 |
|
|
|a New Delhi, India :
|b Prentice-hall of india ,
|c c1995
|
| 300 |
|
|
|a xxvi, 485 p. :
|b ill. ;
|c 24 cm.
|
| 504 |
|
|
|a Includes bibliographical references and index
|
| 505 |
0 |
|
|a 1. Services Management Literature Overview: A Rationale for Interdisciplinary Study -- 2. Avoiding Services Marketing Myopia -- 3. Customer Care in Services -- 4. The Concept of Exchange: Interactive Approaches in Services Marketing -- 5. Service Mapping: Back to Basics -- 6. Measuring and Monitoring Service Quality -- 7. The Cost of Service Quality: Extending the Boundaries of Accounting Systems to Enhance Customer Value -- 8. Managing Services: The Human Factor -- 9. Relationship Marketing: Its Role in the Service Economy -- 10. Organising for Service: Empowerment or Production Line? -- 11. Managing and Marketing to Internal Customers -- 12. Marketing Services to External Markets -- 13. Service Quality at the Manufacturing-Marketing Interface: From Kaizen to Service-Driven Logistics -- 14. Services Management in the Business-to-Business Sector: From Networks to Relationship Marketing -- 15. The Service Firm in International Marketing -- 16. Strategic Services Management: Examining and Understanding It
|
| 650 |
|
0 |
|a Customer services
|x Management
|
| 650 |
|
0 |
|a Customer services
|x Marketing
|
| 650 |
|
0 |
|a Service industries
|x Management
|
| 650 |
|
0 |
|a Service industries
|x Marketing
|
| 700 |
1 |
|
|a Barnes, James G. ,
|d 1940- ,
|e author
|
| 700 |
1 |
|
|a Glynn, William J. ,
|e author
|
| 999 |
|
|
|a 1000117236
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
|