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Understanding services management : integrating marketing, organisational behaviour, operations and human resource management / edited by William J. Glynn and James G. Barnes.

Contributor(s): Material type: TextTextSeries: 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
Subject(s): DDC classification:
  • 338.4068
Contents:
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
Holdings
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

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