Marketing services : competing through quality / Leonard L. Berry, A. Parasuraman
- Bib ID:
- 672734
- Format:
- Book
- Author:
- Berry, Leonard L., 1942-
- Online Version:
-
- Sample text
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- Table of contents only
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- Publisher description
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- Contributor biographical information
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- Publisher description
- Description:
-
- New York : Free Press ; Toronto : Maxwell Macmillan Canada ; New York : Maxwell Macmillan International, c1991
- xi, 212 p. : ill. ; 25 cm.
- ISBN:
-
- 002903079X
- 0743267419
- Full contents:
-
- Machine derived contents note: Contents
- Acknowledgments
- Authors' Note
- Part One
- An Integrative Framework for Marketing Services
- 1. Services and Quality
- Part Two
- Quality: The Foundation for Services Marketing
- 2. Doing the Service Right the First Time
- 3. Doing the Service Very Right the Second Time
- 4. Managing and Exceeding Customers' Expectations
- Part Three
- Building a Services Marketing Organization
- 5. Turning Marketing into a Line Function
- Part Four
- Maximizing Services Marketing Potential
- 6. Managing the Evidence
- 7. Branding the Company
- 8. Marketing to Existing Customers
- 9. Marketing to Employees
- Part Five
- Peering Ahead
- 10. Services Marketing in the Nineties
- Notes
- Index.
- Notes:
- Includes bibliographical references (p. 191-203) and index.
- Subject:
- Other authors/contributors:
- Parasuraman, A
- Copyright:
-
In Copyright
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Copyright status was determined using the following information:
- Material type:
- Literary Dramatic Musical
- Published status:
- Published
- Publication date:
- 1991
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