Services marketing : text and readings /
Services marketing : text and readings /
edited by David Carson and Audrey Gilmore.
- Dublin : Mercury Publications, c1996.
- xv, 277 p. : ill. ; 25 cm.
Includes bibliographical references.
The service revolution / William J Regan -- Similarities or differences in product and service retailing / Robert C Judd -- Product marketing: goods and services compared / Victor T.C. Middleton -- Breaking free from product marketing / G. Lynn Shostack -- The marketing of services: an approach / K.J. Blois -- A service quality model and its marketing implications / Christian Grönroos -- A conceptual model of service quality and its implications for future research / A.Parasuraman, Valarie A. Zeithaml and Leonard L. Berry -- How to design a service / G.Lynn Shostack -- Classifying services to gain strategic marketing insights / Christopher H. Lovelock -- Designing a long-range marketing strategy for services / Christian Grönroos -- Marketing-orientation revisited: the crucial role of the part-time marketer / Evert Gummesson -- Lessons in the service sector / James L. Heskett -- Product performance and consumer satisfaction: a new concept / John E Swan and Linda Jones Combs -- Servicescapes: The impact of physical surroundings on customers and employees / Maryjo Bitner -- Guidelines for the advertising of services / William R. George and Leonard L. Berry -- Reaching the customer: strategies for marketing and customer service / Martin Christopher -- Services marketing and the concept of exchange: an integrative approach / William I Glynn and Uolevi Lehtinen -- Quality improvement in a services marketing context / Audrey Gilmore and David Carson -- Customers' perceptions of service quality in financial institutions / Gaston LeBlanc and Nha Nguyen -- The nature of relationship quality / V Liljander and T Strandvik -- Defining marketing: a market-oriented approach / Christian Gronroos.
0952359707 9780952359708: No price
97197564
Service industries--Marketing
Customer services.
Sales & marketing
658.8
Includes bibliographical references.
The service revolution / William J Regan -- Similarities or differences in product and service retailing / Robert C Judd -- Product marketing: goods and services compared / Victor T.C. Middleton -- Breaking free from product marketing / G. Lynn Shostack -- The marketing of services: an approach / K.J. Blois -- A service quality model and its marketing implications / Christian Grönroos -- A conceptual model of service quality and its implications for future research / A.Parasuraman, Valarie A. Zeithaml and Leonard L. Berry -- How to design a service / G.Lynn Shostack -- Classifying services to gain strategic marketing insights / Christopher H. Lovelock -- Designing a long-range marketing strategy for services / Christian Grönroos -- Marketing-orientation revisited: the crucial role of the part-time marketer / Evert Gummesson -- Lessons in the service sector / James L. Heskett -- Product performance and consumer satisfaction: a new concept / John E Swan and Linda Jones Combs -- Servicescapes: The impact of physical surroundings on customers and employees / Maryjo Bitner -- Guidelines for the advertising of services / William R. George and Leonard L. Berry -- Reaching the customer: strategies for marketing and customer service / Martin Christopher -- Services marketing and the concept of exchange: an integrative approach / William I Glynn and Uolevi Lehtinen -- Quality improvement in a services marketing context / Audrey Gilmore and David Carson -- Customers' perceptions of service quality in financial institutions / Gaston LeBlanc and Nha Nguyen -- The nature of relationship quality / V Liljander and T Strandvik -- Defining marketing: a market-oriented approach / Christian Gronroos.
0952359707 9780952359708: No price
97197564
Service industries--Marketing
Customer services.
Sales & marketing
658.8