Understanding services management : integrating marketing, organisational behaviour, operations and human resource management / edited by William J. Glynn and James G. Barnes.
Material type: TextSeries: Irish studies in managementPublication details: Dublin : Oak Tree Press in association with the Graduate School of Business, University College Dublin, c1995.Description: xxvi,485p. : ill. ; 24cmISBN:- 9781872853642:
- 9781872853567:
- 1872853641
- 338.4068
Item type | Current library | Call number | Copy number | Status | Date due | Barcode |
---|---|---|---|---|---|---|
General Lending | Carlow Campus Library General Lending | 338.4068 (Browse shelf(Opens below)) | 1 | Available | 54021 | |
General Lending | Carlow Campus Library Store - Ask Library Staff | 338.4068 (Browse shelf(Opens below)) | 1 | Available | 54022 | |
General Lending | Carlow Campus Library General Lending | 338.4068 (Browse shelf(Opens below)) | 1 | Available | 26196 | |
General Lending | Wexford Campus Library Wexford General Lending | 338.4068 (Browse shelf(Opens below)) | 1 | Available | 43856 | |
General Lending | Wexford Campus Library Wexford General Lending | 338.4068 (Browse shelf(Opens below)) | 1 | Available | 43857 |
CW838
CW083, CW121
Includes bibliographical references and index.
Services management literature overview: a rationale for interdisciplinary study / Raymond P. Fisk, Stephen W. Brown, and Mary Jo Bitner -- Avoiding services marketing myopia / Lauren K. Wright -- Customer care in services / Barbara R. Lewis -- The concept of exchange: interactive approaches in services marketing / William J. Glynn and Uolevi Lehtinen -- Service mapping: back to basics / Jane Kingman-Brundage -- Measuring and monitoring service quality / A. Parasuraman -- The cost of service quality: extending the boundaries of accounting systems to enhance customer value / James G. Barnes and Judith A. Cumby -- Managing services: the human factor / Christopher H. Lovelock -- Relationship marketing: its role in the service economy / Evert Gummesson -- Organising for service: empowerment or production line? / David E. Bowen and Edward E. Lawler III -- Managing and marketing to internal customers / Audrey Gilmore and David Carson -- Marketing services to external markets / Adrian Payne and Moira Clark -- Service quality at the manufacturing-marketing interface: from Kaizen to service-driven logistics / Brian Fynes, Sean Ennis, and Lionello Negri -- Services management in the business-to-business sector: from networks to relationship marketing / Sean de Burca -- The service firm in international marketing / Frank Bradley -- Strategic services management: examining and understanding it / James L. Heskett
20.66