000			02920 a2200289 4500
003			OSt
005			20250425142805.0
008			120830t2024 at a|||gr|||| 001 0 eng d
020			_a9780357718308
040			_cDLC
050		4	_aHD9980.5 _b.H644 2024
100			_aHoffman, K. Douglas. _9235597 _eauthor
245	1	0	_aServices marketing : _bconcepts, strategies, & cases / _cK. Douglas Hoffman, John E.G. Bateson.
250			_aSixth edition.
264		1	_aAustralia : _bCengage, _c2024.
300			_axv, 352 pages : _bcolor illsutrations ; _c28 cm.
336			_atext _2rdacontent
337			_aunmediated _2rdamedia
338			_avolumen _2rdacarrier
501			_aIncludes glossary.
504			_aIncludes bibliographical references and index.
505			_aPart 1. An Overview of Services Marketing -- Chapter 1. An Introduction to Services -- Chapter 2. The Fundamental Differences Between Goods and Services -- Chapter 3. Environmental, Social and Governance (ESG) and Ethical Issues in Services Marketing -- Chapter 4. Consumer Behavior in Services Marketing -- Part 2. The Tactical Services Marketing Mix -- Chapter 5. The Service Delivery Process -- Chapter 6. The Pricing of Services -- Chapter 7. Developing the Service Communication Strategy -- Chapter 8. Managing the Firm’s Physical Evidence -- Chapter 9. People as Strategy: Managing Service Employees -- Chapter 10. People as Strategy: Managing Service Customers -- Part 3. Assessing and Implementing Successful Service Strategies -- Chapter 11. Defining and Measuring Customer Satisfaction -- Chapter 12. Defining and Measuring Service Quality -- Chapter 13. The Art of Service Failure and Recovery Management -- Chapter 14. Customer Loyalty and Retention -- Chapter 15. Pulling the Pieces Together: Creating a World-Class Service Culture.
520			_aExamine the use of services marketing as a competitive tool from a uniquely broad perspective with SERVICES MARKETING: CONCEPTS, STRATEGIES, AND CASES, 5E. Using a reader-friendly, streamlined structure, this book explores services marketing not only as an essential focus for service firms, but also as a competitive advantage for companies that market tangible products. Real examples feature businesses from industries both within and beyond the nine service economy supersectors: education and health services, financial activities, government, information, leisure and hospitality, professional and business services, transportation and utilities, wholesale and retail trade, and "other services." Cutting-edge data addresses current issues, such as sustainability, technology, and the global market, give you valuable insights for business success. A new online format additional features and flexibility to keep you up to date with the latest advances.
650		0	_aService industries _9168847 _xMarketing.
700			_aBateson, John E. G. _958605 _eauthor
942			_c29 _2lcc
999			_c303708 _d303708