Services marketing [electronic resource] / Adrian Palmer.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Principles of marketing: Publisher: London : Henry Stewart Talks, 2012Description: 1 online resource (1 streaming video file (22 min.) : color, sound)Subject(s): Marketing -- Management | Service industries -- MarketingOnline resources: Click here to access online | Series Animated audio-visual presentation with synchronized narration.
Title from title frames.
Contents: Service based economies -- Effects of intangibility, inseparability and perishability -- Designing service processes -- Industrialisation of services -- Service failure and recovery -- The interface between services marketing, operations management and human resource management -- Managing demand and capacity for services -- Service quality -- Service dominant.
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Mode of access: World Wide Web.