机读格式显示(MARC)

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• 003 SCNU

• 008 040108r20042001cc ab b 001 0 eng d

• 020 __ |a 7301066023

• 040 __ |a SCNU |c SCNU

• 041 0_ |a eng |b chi

• 050 _4 |a HD9980.5 |b .H644 2002

• 082 04 |a 658.8 |2 21

• 093 __ |a F719 |2 4

• 100 1_ |a Hoffman, K.Douglas.

• 245 10 |a Essentials of services marketing : |b concepts, strategies & cases = |b 服务营销精要：概念、战略与案例/ |c K. Douglas Hoffman, John E. G. Bateson.

• 246 31 |a 服务营销精要： |b 概念、战略与案例

• 250 __ |a 2nd ed.

• 260 __ |a 北京. : |b 北京大学出版社; |b Thomson Learning, |c 2004.

• 300 __ |a xxi, 569 p. : |b ill. : |c 25 cm.

• 440 _0 |a 当代全美MBA经典教材书系(英文影印版)

• 440 _0 |a 北大光华管理学院IMBA, MBA推荐用书

• 440 _0 |a 汤姆森学习出版集团精选教材系列

• 500 __ |a A variety of multi-media instructional aids are available to supplement the text.

• 504 __ |a Includes bibliographical references and index.

• 505 0_ |a Overview of services marketing: Introduction to services; Fundamental differences between goods and services; Overview of the services sector; Consumer decision process issues in services marketing; Ethical issues in services marketing -- Service strategy, managing the service experience: Service delivery process; Pricing of services; Developing the service communication mix; Managing the firm's physical evidence; People issues, managing employees and customers -- Assessing and improving service delivery: Defining and measuring customer satisfaction; Defining and measuring service quality; Service failures and recovery strategies; Customer retention; Putting the pieces together, creating the seamless service firm -- Cases.

• 534 __ |p Reprint. Originally published: |c Mason, Ohio: South-Western,c2001. |b 2nd ed. |z 0030288924.

• 650 _0 |a Service industries |x Marketing.

• 700 1_ |a Bateson,John E.G.

• 950 __ |a SCNU |f F719/H699-2

• 999 __ |t A |A hwei2 |a 20040409 10:12:39 |M zxq |m 20040427 15:43:51 |G zxq |g 20040427 15:44:02

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• 907 __ |a SCNU |f F719/H699-2