Understanding services management : integrating marketing, organisational behaviour, operations and human resource management
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New Delhi, India :
Prentice-hall of india ,
c1995
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| Subjects: |
Table of Contents:
- 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