Services marketing management : a strategic perspective/

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Bibliographic Details
Author / Creator:	Kasper, Hans.
Edition:	2d ed.
Imprint:	Chichester, West Sussex, England ; Hoboken, NJ : John Wiley & Sons, c2006.
Description:	xvii, 554 p. ; ill. ; 26 cm.
Language:	English
Subject:	Service industries -- Marketing -- Management. Customer services -- Marketing -- Management. Service industries -- Marketing -- Management.
Format:	Print Book
URL for this record:	http://pi.lib.uchicago.edu/1001/cat/bib/6323634

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Other authors / contributors:	Helsdingen, Piet van. Gabbott, Mark.
ISBN:	0470091169 (pbk. : alk. paper)
Notes:	Subtitle on 1999 ed.: An international perspective. Includes bibliographical references (p. 511-542) and index.

Table of Contents:

Part I. The Services Domain
Chapter 1. Introduction to strategic services marketing management
Chapter 2. The environment of services
Chapter 3. Services and strategies: the essentials
Part II. At The Heart
Chapter 4. Buyer behaviour and segmentation
Chapter 5. Relationships
Chapter 6. Service experience and service quality
Part III. Corporate And Organisational Strategies
Chapter 7. Strategic market models for services organisations
Chapter 8. Marketing planning
Part IV. The Operational Side Of Strategic Services Marketing Management
Chapter 9. Services and innovations
Chapter 10. E-services
Chapter 11. Creating the actual service experience
Chapter 12. Implementing and controlling corporate and marketing strategies in service organisations

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