Essentials of Services Marketing (The Dryden Press series in marketing) - K. Douglas Hoffman, Student, Hardcover

Dryden Pr

Release Date 11/1/1997
ISBN-13 9780030152177 | 978-0-03-015217-7
ISBN 0030152178 | 0-03-015217-8
Format Hardcover
Author(s) K. Douglas Hoffman
The primary objective of (this book) is to provide instructional materials that not only introduce the student to the field of services marketing but also acquaint the student with specific customer service issues.... The (book first) concentrates on defining services marketing and providing the basic concepts that differentiate the marketing of services from the marketing of tangibles.... (It then discusses) topics that concern the management of the service encounter.... (The book also) focuses on customer satisfaction and service quality issues. Methods for tracking service failures and employee recovery efforts as well as customer retention strategies are also presented.... (The book concludes with) nine cases that illustrate the topics discussed throughout the book.

About our price comparison.

Give us feedback

Got an opinion on this product? Review it!

FindersCheapers strives to maintain the accuracy of product and pricing information displayed on our site, but we do not guarantee the accuracy of the information. If there is a pricing, coupon, or other information discrepancy between FindersCheapers and a merchant's site then the information on the merchant's site will apply. FindersCheapers cannot be held liable for any actions taken based on the information provided and FindersCheapers shall not be held responsible for any loss or damage resulting from business conducted with companies listed on FindersCheapers. FindersCheapers receives compensation from all merchants whose products are displayed. Refer to our Conditions of Use and About Us pages for complete details. To report a pricing error, click here.

Conditions of Use Privacy Notice About Us