TY  - BOOK
AU  - Baron,Steve
AU  - Harris,Kim
AU  - Hilton,Toni
TI  - Services marketing: text and cases 
SN  - 978023327849 (pbk.)
U1  - 658.8 23
PY  - 2009///
CY  - Basingstoke, Hampshire, New York, NY
PB  - Palgrave Macmillan
KW  - Service industries
KW  - Marketing
KW  - Case studies
N1  - Includes bibliographical references and index; Introduction -- The contemporary context -- Service goals: the use of metaphors -- Customer interactions in services -- Consumer experiences -- Service design -- Service employees as operant resources -- Service quality and customer satisfaction -- Relationship marketing -- Service profitability -- Future research issues -- Case studies
UR  - http://www.loc.gov/catdir/enhancements/fy0913/2008046589-b.html
UR  - http://www.loc.gov/catdir/enhancements/fy0913/2008046589-d.html
UR  - http://www.loc.gov/catdir/enhancements/fy0913/2008046589-t.html
ER  -