000			01765nam a2200241 i 4500
003			MIUC
005			20191120083116.0
008			161024s2014 enka 001 0 eng
020			_a9780077152345
040			_aMIUC _beng _cMIUC
082	0		_a658.8
100	1		_92627 _aPalmer, Adrian
245	1	0	_aPrinciples of services marketing / _cAdrian Palmer.
250			_aSeventh edition.
260			_aLondon ; _aNew York : _bMcGraw-Hill Education, _c2014.
300			_axvi, 345 p. : _bill. b&w ; _c26 cm.
500			_aIncludes index.
505	0		_aCh. 1. What is services marketing? -- Ch. 2. Services systems -- Ch. 3. Managing the customer experience -- Ch. 4. Making services accessible to consumers -- Ch. 5. Relationships, partnerships and networks -- Ch. 6. Understanding services buyer behavior -- Ch. 7. Innovation and new service development -- Ch. 8. Developing service brands -- Ch. 9. Service quality -- Ch. 10. Engaging employees in service delivery -- Ch. 11. The pricing of services -- Ch. 12. Yield management: matching capacity with demand -- Ch. 13. Managing communications -- Ch. 14. Globalized services marketing.
520			_aNow in its seventh edition, Principles of Services Marketing has been revised and updated throughout to reflect the most recent developments in this fast-moving and exciting sector. With a stronger emphasis on emerging and global economies, it's been restructured to give clearer focus on key issues of efficiency, accessibility and customer experience. This authoritative text develops an indispensable framework for understanding services, their effective marketing and how this drives value creation.
650		0	_936 _aMarketing _xManagement
650		0	_92628 _aService industries
942			_2ddc _cBK