Services marketing: An Active Learning Resource Guide
Language: English
Published by McGraw Hill Higher Education, 1996
- Softcover
- Used
Seller: Phatpocket Limited, Waltham Abbey, HERTS, United KingdomPhatpocket Limited
AbeBooks seller since April 28, 2005
Condition: Used - Good
£ 1,099.00
Quantity: 1 available
Add to basketItem description from seller
Your purchase helps support Sri Lankan Children's Charity 'The Rainbow Centre'. Ex-library, so some stamps and wear, but in good overall condition. Our donations to The Rainbow Centre have helped provide an education and a safe haven to hundreds of children who live in appalling conditions.
Seller Inventory # Z1-G-031-01995
- Title
- Services marketing: An Active Learning Resource Guide
- Author
- Lauren K Wright
- Publisher
- McGraw Hill Higher Education
- Publication year
- 1996
- Condition
- Good
- Binding
- Soft cover
- Language
- English
- ISBN 10
- 0070782512
- ISBN 13
- 9780070782518
"Synopsis" may belong to another edition of this title.
From the Publisher
Increased focus on customer expectations and perceptions and what they imply for marketers. Companies are interested in what customers expect so that they can be sure to develop and deliver a service which the customer will value.
An entirely new chapter on service recovery that includes a conceptual framework for understanding the topic. This coverage was added in response to customer feedback .
An entirely new chapter on the financial and economic impact of service quality.
Coverage of new service development processes and a detailed and complete introduction to service blueprinting'a tool for describing, designing and positioning services
All new global feature in each chapter. This feature highlights a global services marketing example and demonstrates to the reader how the concepts addressed apply to situations world-wide.
New Internet exercises in each chapter help to illustrate the role and the impact the World Wide Web has on service marketing.
Cross-functional treatment of issues through integration of marketing with other disciplines such as operations and human resources. This coverage reinforces the strong role that teams play in the business world and specifically in developing and marketing a service.
An entire chapter that recognizes human resource challenges and human resource strategies for delivering customer-focused services.
A chapter on customer-defined service standards. This chapter is well-liked by our customers and is unique.
Fully updated technology spotlights in each chapter highlight the role technology plays in Services Marketing.
The text continues to offer coverage of consumer-based pricing and value pricing strategies. Our readers will learn how to price a service.
Introduction of three service Ps to the traditional marketing mix and increased focus on customer relationships and relationship marketing strategies. This coverage reinforces the role that relationship marketing plays in marketing a service.
Little repetition of principles of marketing; while some chapters include a concise overview of principles from basic marketing textbooks. In most cases, standard content on topics such as distribution, pricing, and promotion have been adjusted to account for service differences of intangibility, heterogeneity, inseparability and perishability.
New marketing topics from the business world are introduced. This textbook introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's corporations as they structure around process rather than task, engage in one-to-one marketing, mass customize their offerings, and attempt to build strong relationships with their customers.
A new chapter on integrated services marketing communications. This chapter helps the students to see the role integrated marketing planning has when developing and marketing a service.
Marketing a service is similar to marketing a good product. Basic marketing techniques do apply. However, the authors recognize a need for additional tools and techniques, which are specific to marketing a service. This text will help the reader to develop skills that are specific to marketing a service.
"About the title" may belong to another edition of this title.
Phatpocket Limited
Waltham Abbey, HERTS, United Kingdom
AbeBooks seller since April 28, 2005
Shipping rates from United Kingdom to U.S.A.
| Item | 5 to 19 business days | 1 to 3 business days |
|---|---|---|
| First item | £ 10.64 | £ 26.98 |
Payment methods
Store description
Phatpocket Limited is a world class secondhand bookstore located in the Hertfordshire countryside in the United Kingdom. We specialize in textbooks across an enormous variety of subjects. We aim to provide a low cost source of high quality textbooks to the academic community. We also have a sizable collection of rare and collectible books. We are dedicated to providing our customers with the highest standard of customer service in the bookselling business.Phatpocket Limited is registered in England and Wales: No. 04924751.…
Specialty
Used books, Used textbooksSeller's business information
Phatpocket Limited
67 Newland Street
Witham, United Kingdom CM8 1AA
Terms of sale
Books are usually shipped within two working days. All of our books have a 14 or 30 day no hassle money back guarantee unless stated otherwise in the book's description. Item must be returned in the exact same condition that it was received. Through our work with The Rainbow Centre and other Charity Partners, we have already given hundreds of young people in Sri Lanka and Africa the vital chance to get an education.
Your satisfaction is extremely important to us and we would be happy to work with you to try and resolve any issues with your order. Please contact us via the Abe messaging centre regarding any problems and we will respond asap.
Please kindly send any return requests or reports of defects, damage, or material differences within 7 days of receipt of your order or 30 days from the date of shipment.
If you are making a return we will need to receive the item within 30 days from the date of shipment for UK orders or 90 days from the date of shipment for international orders. Similarly, we require that non-deliveries be reported within 30 days from the date of shipment for UK orders or 90 days from the date of shipment for international orders.
If your parcel is returned by the postal service due to being unclaimed, refused, or having an undeliverable or insufficient address, we will contact you to try and resolve the issue. If this is not possible, or if we do not hear back, we will refund you the cost of your order minus the original postage paid.
Right of withdrawal
If you are a consumer you can withdraw from the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.
Information regarding the right of withdrawal
Statutory right to withdraw
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or the last lot or piece.
To exercise the right of withdrawal, electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". We will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to withdraw from this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to Phatpocket Limited, Waltham Abbey, ESSEX, United Kingdom, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- The delivery of newspapers, journals or magazines with the exception of subscription contracts; and
- The supply of digital content which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not withdraw once delivery had started.
Shipping terms
Orders usually ship within 2 business days. Shipping costs are based on books weighing 2.2 LB, or 1 KG. If your book order is heavy or oversized, we may contact you to let you know extra shipping is required.
In spite of our best efforts, a small number of the items in our catalogue may be mispriced or out of stock. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.