The management and marketing of services / Peter Mudie and Angela Cottam.
By: Mudie, Peter
.
Contributor(s): Cottam, Angela.
Material type: 
BookPublisher: Oxford ; Boston : Butterworth Heinemann, 1993Description: xi, 269 p. : ill. ; 25 cm.ISBN: 0750607890 (m); 9780750607896.Subject(s): Service industries -- Management | Service industries -- Marketing | Sales & marketing management | Hospitality & service industries | Business MarketingDDC classification: 658.8 MUD Summary: This text covers service-oriented areas such as service design, productivity and characteristics. Also, more general topics are explored, which focus on the implications for services. These include managing demand and supply, internal marketing and external communications.
| Item type | Current library | Call number | Copy number | Status | Barcode | |
|---|---|---|---|---|---|---|
| General lending | MTU Kerry North Campus Library First Floor Main | 658.8 MUD (Browse shelf(Opens below)) | 1 | Available | 38888000025662 |
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| 658.8 MOR Modern retailing : management principles and practices / | 658.8 MOR Cases in marketing management and strategy : Volume 3 / | 658.8 MOR Cases in marketing management and strategy : Volume 3 / | 658.8 MUD The management and marketing of services / | 658.8 MUD Marketing : an analytical perspective / | 658.8 MUL Sport marketing / | 658.8 MUL Sport marketing / |
Enhanced descriptions from Syndetics:
This is a comprehensive text, which provides a highly accessible perspective on the management and marketing of services. In particular, service design and productivity are examined as well as more general topics such as the implications for services in
future. Suitable for undergraduates or postgraduates studying the management service operations in a marketing orientated environment. '..I recommend this book to all those who teach or study the marketing and/or management of services. It is a
practical guide for the student and a useful summary for the teacher.' Jonathan S. Swift, Senior Lecturer in Marketing Staffordshire University Business School - Jourl of the Market Research Society, November 1994 '... provides a comprehensive
framework for practitioners and students who wish to study the issues that characterise service organisations.' - Banking World, September 1993 - MEGAPHONE, July 1993 - Service Industries Journal, July 1994
Includes bibliographical references and index.
This text covers service-oriented areas such as service design, productivity and characteristics. Also, more general topics are explored, which focus on the implications for services. These include managing demand and supply, internal marketing and external communications.
Table of contents provided by Syndetics
- Part 1 Establishing a framework for service creation and delivery
- Introducing services
- Understanding organizations
- Service design
- Service setting
- Part 2 Managing customer and service interaction
- Service quality
- Service encounter
- Service employees
- Managing demand and supply
- Service communications
- Part 3 Controlling service delivery
- Performance measurement
- Monitoring and evaluating the service
- Satisfaction guaranteed