000			02740cam a2200349 a 4500
001			37829506
005			20201215151237.0
008			970918s1996 ie a b 000 0 eng
010			_a97197564
020			_a0952359707
020			_a9780952359708: _cNo price
040			_aDLC _cDLC _dUKM
049			_aTIZA _b27047
072		7	_aKJS _2thema
082			_a658.8
245	0	0	_aServices marketing : _btext and readings / _cedited by David Carson and Audrey Gilmore.
260			_aDublin : _bMercury Publications, _cc1996.
300			_axv, 277 p. : _bill. ; _c25 cm.
504			_aIncludes bibliographical references.
505	0		_aThe _tservice revolution / William J Regan -- _tSimilarities or differences in product and service retailing / Robert C Judd -- _tProduct marketing: goods and services compared / Victor T.C. Middleton -- Breaking free from product marketing / G. Lynn Shostack -- The _tmarketing 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 -- _tHow 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 -- _tMarketing-orientation revisited: the crucial role of the part-time marketer / Evert Gummesson -- Lessons in the service sector / James L. Heskett -- _tProduct 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 -- _tReaching the customer: strategies for marketing and customer service / Martin Christopher -- _tServices marketing and the concept of exchange: an integrative approach / William I Glynn and Uolevi Lehtinen -- _tQuality improvement in a services marketing context / Audrey Gilmore and David Carson -- _tCustomers' perceptions of service quality in financial institutions / Gaston LeBlanc and Nha Nguyen -- _tThe nature of relationship quality / V Liljander and T Strandvik -- _tDefining marketing: a market-oriented approach / Christian Gronroos.
590			_a19.26
650		0	_aService industries _xMarketing _98960
650		0	_aCustomer services. _92749
650		7	_aSales & marketing _2thema _946575
700	1		_aCarson, David, _d1947- _926334
700	1		_aGilmore, Audrey. _946576
902			_a140901
903			_aMARS
907			_a.b10086857 _bmulti _c-
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998			_b4 _c010425 _dm _ea _f- _g0
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