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00000cam a2200000 7i4500 |
| 001 |
0000077982 |
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20120906093000.0 |
| 008 |
120607s2011 enk eng |
| 020 |
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|a 0077129512 (paperback : alk. paper)
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| 020 |
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|a 9780077129514 (paperback : alk. paper)
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| 050 |
0 |
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|a HF5415.13
|b .P35 2011
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| 090 |
0 |
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|a HF5415.13
|b .P35 2011
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| 100 |
1 |
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|a Palmer, Adrian ,
|e author
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| 245 |
1 |
0 |
|a Principles of services marketing
|c Adrian Palmer
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| 250 |
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|a 6th ed
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| 260 |
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|a London :
|b McGraw-Hill ,
|c c2011
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| 300 |
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|a xvii, 525 p. :
|b ill. ;
|c 26 cm.
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| 504 |
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|a Includes bibliographical references and index
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| 505 |
0 |
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|a 1. What is services marketing? -- 2. The service encounter -- 3. Service efficiency and effectiveness in the internet age -- 4. Making services accessible to consumer -- 5. Understanding services accessible to consumer -- 6. Relationships, partnerships and networks -- 7. Innovation and new service development -- 8. Developing service brands -- 9. Service quality -- 10. Engaging employees in service delivery -- 11. The pricing of services -- 12. Yield management : matching capacity with demand -- 13. Managing communications -- 14. Globalized services marketing
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| 520 |
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|a A comprehensive introduction for students taking a module in services marketing. It reflects the technological developments and their impact for services marketing. It includes increased coverage of the customer experience. It highlights Web 2.0 for peer-to-peer interaction. It focus on how the credit crunch impacts services marketing
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| 650 |
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|a Marketing
|x Management
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| 650 |
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|a Service industries
|x Marketing
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| 999 |
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|a 1000147565
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
|