Title Services marketing : a managerial approach / Rebekah Bennett, Liliana Bove, Susan Dann, Judy Drennan, Lorelle Frazer, Mark Gabbott, Railton Hill, Meredith Lawley, Sheelagh Matear, Cad Perry, Beverley Sparks, Jane Summers, Jillian Sweeney, Tony Ward, Lesley White ; edited by Janet R. McColl-Kennedy

Published Milton, Qld. : John Wiley & Sons, 2003 ©2003

Copies

Location	Call no.	Vol.	Availability
MELB	658.1 Ben/Sma		AVAILABLE

Description xix, 604 pages : illustrations ; 26 cm regular print Contents Part 1: Understanding the basics -- 1. Introduction to services -- 2. Buyer behaviour -- 3. Business-to-business services -- Part 2: Customer perceptions -- 4. Service quality -- 5. Satisfaction -- 6. Customer-perceived value -- Part 3: Marketing research -- 7. Services research -- Part 4: Marketing strategies -- 8. Managing supply and demand -- 9. Relationship marketing and CRM -- 10. Communication in services marketing -- 11. Service product pricing -- 12. Service delivery: the role of personnel and customers -- 13. Service recovery -- Part 5: specialisation -- 14. E-services -- 15. Services marketing issues in tourism and hospitality -- 16. Franchising -- 17. Sport marketing -- 18. Public sector and government marketing Summary This contemporary text provides in-depth treatment of all key areas of services marketing including e-services, sports marketing and tourism and hospitality services marketing. The text is illustrated through real world vignettes, Australasian examples, and a wealth of case studies Analysis Marketing Service industries Management Service industries Marketing Notes Includes index Bibliography Includes bibliographical references and index Audience For tertiary students Subject Service industries -- Management -- Textbooks. Service industries -- Marketing -- Textbooks. Marketing. Service industries -- Management. Service industries -- Marketing. Genre/Form Textbooks. Author McColl-Kennedy, J. R, editor Bove, Liliana, author Dann, Susan, author Drennan, Judy, author Frazer, Lorelle, author Gabbott, Mark, author Hill, Railton, author Lawley, Meredith, author Matear, Sheelagh, author Perry, Chad, author Sparks, Beverley, author Summers, Jane, author Sweeney, Jillian, author Ward, Tony, author White, Lesley, author LC no. 00002463 ISBN 0470800682 (paperback)

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