Services marketing /
Kurtz, David L.
Services marketing / David L. Kurtz, Kenneth E. Clow. - New York, NY : J. Wiley & Sons, c1998. - xxii, 570 p. : ill. ; 25 cm. ; pbk.
Includes bibliographical references and index.
Introduction to services marketing -- purchase process for services -- consumer expectations of services -- service quality -- operations -- people -- service environment -- pricing -- distribution -- competitive marketing strategies -- managing demand, and productivity -- customer retention -- an integrated communications programme.
0471180343 (cloth : alk. paper) 9780471180340 (cloth : alk. paper) 9780471180340
97025315
Service industries--Marketing
Customer services.
Sales & marketing
Hospitality & service industries
658.8
Services marketing / David L. Kurtz, Kenneth E. Clow. - New York, NY : J. Wiley & Sons, c1998. - xxii, 570 p. : ill. ; 25 cm. ; pbk.
Includes bibliographical references and index.
Introduction to services marketing -- purchase process for services -- consumer expectations of services -- service quality -- operations -- people -- service environment -- pricing -- distribution -- competitive marketing strategies -- managing demand, and productivity -- customer retention -- an integrated communications programme.
0471180343 (cloth : alk. paper) 9780471180340 (cloth : alk. paper) 9780471180340
97025315
Service industries--Marketing
Customer services.
Sales & marketing
Hospitality & service industries
658.8