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Online Public Access Catalogue

题名/责任者:

Services marketing : text and cases / Steve Baron, Kim Harris, Toni Hilton.

版本说明:

3rd ed.

出版发行项:

Basingstoke, Hampshire ; New York, NY : Palgrave Macmillan, 2009.

ISBN:

9780230520936

ISBN:

0230520936

载体形态项:

xvii, 358 p. : ill. ; 25 cm.

个人责任者:

Baron, Steve (J. Steve)

附加个人名称:

Harris, Kim.

附加个人名称:

Hilton, Toni.

论题主题:

Service industries-Marketing.

论题主题:

Service industries-Marketing-Case studies.

中图法分类号:

F719

书目附注:

Includes bibliographical references and index.

内容附注:

Introduction -- The contemporary context -- Service goals: the use of metaphors -- Customer interactions in services -- Consumer experiences -- Service design -- Service employees as operant resources -- Service quality and customer satisfaction -- Relationship marketing -- Service profitability -- Future research issues -- Case studies.

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