The Management and Marketing of Services 

 -  Butterworth Heinemann,  1998 
 - 276 
<br/><br/> This book offers information on Services in a management and marketing context.  Preface, Acknowledgements, Establishing a Framework for Service Creation and Delivery, Introducing Services, The Organizational Setting, Service Design, The Service Setting, Managing Customer and Service Interaction, Service Quality, The Service Encounter, Service Employees, Managing Demand and Supply, Service Communications, Controlling Service Delivery, Performance Measurement, Satisfaction Guaranteed, Monitoring and Evaluating the Service, Index. 
<br/><br/><label>ISBN: </label>750607890