TY  - BOOK
AU  - Cottam Angela
AU  - Mudie Peter
TI  - The Management and Marketing of Services
SN  - 750607890
PY  - 1998///
PB  - Butterworth Heinemann
N2  - 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
ER  -