The Resource Cambridge marketing handbook : services, Andrew Hatcher

Cambridge marketing handbook : services, Andrew Hatcher

Label
Cambridge marketing handbook : services
Title
Cambridge marketing handbook
Title remainder
services
Statement of responsibility
Andrew Hatcher
Creator
Subject
Genre
Language
  • eng
  • eng
Summary
There are only two categories of purchases that people can make: products or services. Each, by its very nature, demands a different approach to marketing and sales. This situation is not new and indeed was highlighted in the early 1800s when French economist Jean-Baptiste Say argued that production and consumption were inseparable in services, coining the term ""immaterial products"" to describe them. This book takes a fresh look at the world of services marketing (the Servicescape) as we transition from the information age into what is being called the Age of Awareness - a period where indiv
Member of
Cataloging source
MiAaPQ
http://library.link/vocab/creatorName
Hatcher, Andrew
Dewey number
658.4063
Index
index present
Language note
English
LC call number
HF5415
LC item number
.N53 2013
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
Series statement
Cambridge Marketing Handbooks
http://library.link/vocab/subjectName
  • Customer services
  • Marketing
Label
Cambridge marketing handbook : services, Andrew Hatcher
Instantiates
Publication
Note
Description based upon print version of record
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
cr
Content category
text
Content type code
txt
Contents
  • Contents; Word clouds; Infographic; Preface; Acknowledgements; Chapter 1: Immaterial Products; 1.1 Introduction; 1.2 The Services Marketing Triangle; 1.3 The services Marketing Mix; Chapter 2: Defining the Servicescape; 2.1 Introduction; 2.2 Services and the economy; 2.3 Servicescape; 2.4 Implications of marketing services; 2.5 Challenges of marketing services; Chapter 3: Understanding Customers and their Behaviour; 3.1 Introduction; 3.2 Understanding Service Quality Gaps; 3.3 Customer behaviour; Chapter 4: Customer Expectations and Perceptions; 4.1 Introduction; 4.2 Customer expectations
  • 4.3 Perceptions of service4.4 The moment of truth; Chapter 5: Customer Relationships; 5.1 Introduction; 5.2 Lifetime value; 5.3 Loyalty and customer retention; Chapter 6: Standards and Quality; 6.1 Service development process; 6.2 Service design; 6.3 Standards; Chapter 7: People Power; 7.1 The role of the service employee; 7.2 HR strategies; 7.3 The role of customers; Chapter 8: Physical Evidence; 8.1 Servicescape environment; Chapter 9: Powerful Processes; 9.1 Introduction; 9.2 Marketing process design; 9.3 Delivery process design; Chapter 10: Keeping the Promise
  • 10.1 Delivering the service promise10.2 Delivering the financial promise; References; Index
Dimensions
unknown
Extent
1 online resource (125 p.)
Form of item
online
Isbn
9780749470784
Media category
computer
Media type code
c
Specific material designation
remote
System control number
  • (EBL)1658887
  • (SSID)ssj0001154041
  • (PQKBManifestationID)11657031
  • (PQKBTitleCode)TC0001154041
  • (PQKBWorkID)11160535
  • (PQKB)11317719
  • (MiAaPQ)EBC1658887
  • (EXLCZ)992550000001165373
Label
Cambridge marketing handbook : services, Andrew Hatcher
Publication
Note
Description based upon print version of record
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
cr
Content category
text
Content type code
txt
Contents
  • Contents; Word clouds; Infographic; Preface; Acknowledgements; Chapter 1: Immaterial Products; 1.1 Introduction; 1.2 The Services Marketing Triangle; 1.3 The services Marketing Mix; Chapter 2: Defining the Servicescape; 2.1 Introduction; 2.2 Services and the economy; 2.3 Servicescape; 2.4 Implications of marketing services; 2.5 Challenges of marketing services; Chapter 3: Understanding Customers and their Behaviour; 3.1 Introduction; 3.2 Understanding Service Quality Gaps; 3.3 Customer behaviour; Chapter 4: Customer Expectations and Perceptions; 4.1 Introduction; 4.2 Customer expectations
  • 4.3 Perceptions of service4.4 The moment of truth; Chapter 5: Customer Relationships; 5.1 Introduction; 5.2 Lifetime value; 5.3 Loyalty and customer retention; Chapter 6: Standards and Quality; 6.1 Service development process; 6.2 Service design; 6.3 Standards; Chapter 7: People Power; 7.1 The role of the service employee; 7.2 HR strategies; 7.3 The role of customers; Chapter 8: Physical Evidence; 8.1 Servicescape environment; Chapter 9: Powerful Processes; 9.1 Introduction; 9.2 Marketing process design; 9.3 Delivery process design; Chapter 10: Keeping the Promise
  • 10.1 Delivering the service promise10.2 Delivering the financial promise; References; Index
Dimensions
unknown
Extent
1 online resource (125 p.)
Form of item
online
Isbn
9780749470784
Media category
computer
Media type code
c
Specific material designation
remote
System control number
  • (EBL)1658887
  • (SSID)ssj0001154041
  • (PQKBManifestationID)11657031
  • (PQKBTitleCode)TC0001154041
  • (PQKBWorkID)11160535
  • (PQKB)11317719
  • (MiAaPQ)EBC1658887
  • (EXLCZ)992550000001165373

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