The service management course : cases and readings / W. Earl Sasser, Jr., Christopher W.L. Hart, James L. Heskett.

By:

Sasser, W. Earl

Contributor(s):

Material type: Text

TextPublication details: New York : Free Press ; Toronto : Maxwell Macmillan Canada ; New York : Maxwell Macmillan International, c1991.Description: x, 977 p. : ill. ; 26 cmISBN:

0029140919
9780029140918

Subject(s):

DDC classification:

658.8

Contents:

Service positioning through structural change / G. Lynn Shostack -- The power of unconditional service guarantees / Christopher W. L. Hart -- Getting the bugs out / Tom Richman -- The customer complaint letter (a) / Martin R. Moser -- Match supply and demand in service industries -- The one-firm firm: what makes it successful / David H. Maister --

Holdings ( 1 )
Title notes ( 3 )

Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
Reference	Carlow Campus Library Reference	658.8 (Browse shelf(Opens below))	1	Not for loan		25126

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Previous	658.72 The official dictionary of purchasing and supply : terminology for buyers and suppliers /	658.8 Marketing classics : a selection of influential articles /	658.8 Managing services marketing : text and readings /	658.8 The service management course : cases and readings /	658.8 Marketing management and strategy : a reader /	658.8 Services marketing : text and readings /	658.8 Services marketing : text and readings /	Next

Includes bibliographical references.

[Readings only] Lessons in the service sector / James L. Heskett -- Service positioning through structural change / G. Lynn Shostack -- The power of unconditional service guarantees / Christopher W. L. Hart -- Getting the bugs out / Tom Richman -- The customer complaint letter (a) / Martin R. Moser -- Match supply and demand in service industries -- The one-firm firm: what makes it successful / David H. Maister --

33.36

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