| Record ID | marc_columbia/Columbia-extract-20221130-030.mrc:49895424:4978 |
| Source | marc_columbia |
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LEADER: 04978cam a2200769Ia 4500
001 14665590
005 20220326231341.0
006 m o d
007 cr cn|||||||||
008 091207s2006 ne a ob 001 0 eng d
035 $a(OCoLC)ocn474931090
035 $a(NNC)14665590
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020 $a9780750666749
020 $a0750666749
020 $a9780080493060$q(electronic bk.)
020 $a0080493068$q(electronic bk.)
020 $a1136366792
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020 $a9781281006424
020 $a9786611006426
020 $a6611006427
035 $a(OCoLC)474931090$z(OCoLC)154724011$z(OCoLC)646742427$z(OCoLC)712978070$z(OCoLC)1038410997$z(OCoLC)1043068138$z(OCoLC)1162151165
037 $a111416:111500$bElsevier Science & Technology$nhttp://www.sciencedirect.com
050 4 $aHD9980.5$b.M83 2006
072 7 $aBUS$x082000$2bisacsh
072 7 $aBUS$x041000$2bisacsh
072 7 $aBUS$x042000$2bisacsh
072 7 $aBUS$x085000$2bisacsh
082 04 $a658.8$222
049 $aZCUA
100 1 $aMudie, Peter.
245 10 $aServices marketing management /$cPeter Mudie and Angela Pirrie.
250 $a3rd ed.
260 $aAmsterdam :$bElsevier/Butterworth-Heinemann,$c©2006.
300 $a1 online resource (xii, 267 pages) :$billustrations
336 $atext$btxt$2rdacontent
337 $acomputer$bc$2rdamedia
338 $aonline resource$bcr$2rdacarrier
520 $aServices Marketing Management builds on the success of the previous editions, formally entitled 'The Management and Marketing of Services', to provide an easily digestible approach to the service industry with a specific focus on the management and marketing elements. This new edition has been thoroughly revamped to include pedagogical features such as exercises and mini cases throughout the text to consolidate learning and make it more student friendly. New content has been incorporated to bring the subject matter thoroughly up to date, for example featuring more on the Internet, the inclusion of material on call centres in respect of service delivery and service encounter; additional material on customer relationship management (CRM); consideration of frontline employees and internal marketing; and a discussion of revenue management issues in managing demand and capacity. Particularly suitable for students on marketing, business and hospitality courses who require a good grounding in the principles of services marketing, the practical implications are shown clearly and effectively demonstrate how the principles are applied in the real world. A web based lecturer resource accompanies the text. Written from a European perspective by two authors with a wealth of relevant experience Includes an expanded section on the Internet, particularly in communications and service design Brings together an academic and practitioner viewpoint ensuring a wholly comprehensive approach to the subject.
505 0 $aPreface; Acknowledgements; Introducing services; The organizational setting; Service design; The service setting; Service quality; The service encounter; Service employees; Managing demand and supply; Service communications; Performance measurement; Delivering satisfaction; Monitoring and evaluating the service; Index.
500 $aPrevious ed. published in 1999 under title: Management and marketing of services.
504 $aIncludes bibliographical references and index.
588 0 $aPrint version record.
546 $aEnglish.
650 0 $aService industries$xManagement.
650 0 $aService industries$xMarketing.
650 6 $aServices (Industrie)$xGestion.
650 6 $aServices (Industrie)$xMarketing.
650 7 $aBUSINESS & ECONOMICS$xIndustrial Management.$2bisacsh
650 7 $aBUSINESS & ECONOMICS$xManagement.$2bisacsh
650 7 $aBUSINESS & ECONOMICS$xManagement Science.$2bisacsh
650 7 $aBUSINESS & ECONOMICS$xOrganizational Behavior.$2bisacsh
650 7 $aService industries$xManagement.$2fast$0(OCoLC)fst01113442
650 7 $aService industries$xMarketing.$2fast$0(OCoLC)fst01113447
650 17 $aMarketing.$2gtt
650 17 $aDiensten.$2gtt
650 17 $aKlantenservice.$2gtt
655 0 $aElectronic books.
655 4 $aElectronic books.
700 1 $aPirrie, Angela.
700 1 $aMudie, Peter.$tManagement and marketing of services.
776 08 $iPrint version:$aMudie, Peter.$tServices marketing management.$b3rd ed.$dAmsterdam : Elsevier/Butterworth-Heinemann, ©2006$z0750666749$z9780750666749$w(OCoLC)69374830
856 40 $uhttp://www.columbia.edu/cgi-bin/cul/resolve?clio14665590$zTaylor & Francis eBooks
852 8 $blweb$hEBOOKS