Services Marketing and Management

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S. Chand Publishing, 2002 - 474 halaman
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Concept Of Service | Service Characterristics | Service Expectations | The Service Product | Service Location | Pricing For Services | Promotion Services | The Service Process| Physical Evidence | People And Services | Internal Versus External Marketing |
 

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CHAPTER PAGES
1
SERVICE CHARACTERISTICS 2444
24
SERVICE EXPECTATIONS 4556
45
THE SERVICE PRODUCT 5771
57
SERVICE LOCATION 7287
72
PRICING FOR SERVICES 88106
88
PROMOTING SERVICES 107130
107
THE SERVICE PROCESS 131144
131
SERVICE DESIGN 183199
183
SERVICE DEMAND AND SUPPLY 200220
200
THE SERVICE DELIVERY 221243
221
SERVICE PERFORMANCE AND MEASUREMENT 268286
268
SERVICES MIX SCENARIO 7 Ps 287295
287
SERVICE EMPLOYEES AND INTERNAL MARKETING 296311
296
CUSTOMER MANAGEMENT AND SERVICE GUARANTEES 312331
312
CUSTOMER RETENTION AND RELATIONSHIP MARKETING 332348
332

PHYSICAL EVIDENCE 145158
145
PEOPLE AND SERVICES 159169
159
INTERNAL VERSUS EXTERNAL MARKETING 170182
170
SERVICE LEADERSHIP 349358
349
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