Tools

LEADER 03396cam 2200373 a 4500

001 ocm21764174;

003 OCoLC;

005 20141212093354.0;

008 900321s1991 nyua b 001 0 eng ;

010 a| 90055204;

020 a| 081440104X;

035 a| (Sirsi) o21764174;

035 a| (OCoLC)21764174;

049 a| EREE;

050 00 a| HD9980.5b| .A53 1991;

082 00 a| 658.82| 20;

245 04 a| The AMA handbook of marketing for the service industries /c| Carole A. Congram, editor, Margaret L. Friedman, associate editor.;

300 a| xix, 588 pages :b| illustrations ;c| 27 cm;

336 a| text2| rdacontent;

337 a| unmediated2| rdamedia;

338 a| volume2| rdacarrier;

504 a| Includes bibliographical references and index.;

505 0 a| The quality-leadership connection in service businesses / Carole A. Congram and Margaret L. Friedman -- "What business are we in?" / Dave Masterson -- Positioning strategies for differential advantage / Margaret L. Friedman -- Developing strategies in service organizations / Michael J. Pessetti -- Developing customer-conscious employees at every level : internal marketing / William R. George and Christian Grönroos -- Shifting to a customer-driven organization : a case study / Margaret L. Friedman and Ruth J. Dumesic -- Organizing for marketing and the marketing organization / Evert Gummesson -- Understanding services consumer behavior / John E.G. Bateson -- Applying market research techniques in service industries / Pamela V. Alden -- How to develop a marketing plan / Kristine J. Bean -- Information : the next battleground / Timothy W. Powell -- How to manage outside consultants / Michael J. English ... [et al.] -- Measuring the effectiveness of services marketing / Thomas J. Fitzgerald -- How to design a service / G. Lynn Shostack and Jane Kingman-Brundage -- Building relationships that last / Carole A. Congram --;

505 0 a| How to organize and implement a service management system / Charmaine L. Ponkratz -- The pricing of services / Kent B. Monroe -- Making service distribution work / Donald H. Light -- Marketing and communication tools for services marketers / Thad D. Peterson and K. Shelly Porges -- How to create an integrated communication system / Nancy L. Brenner -- Using service to differentiate a product / Douglas C. Snyder and Barbara M. Zuppinger -- Information services / Fred O. Jensen -- Telecommunications / Rusty Campos and Mary Cain -- Transportation / Craig E.Cina -- Financial services / John A. Czepiel and A. Dawn Lesh -- Professional services / Carole A. Congram -- Education / Laurence N. Smith,Rita Abent, and Dennis Lefond -- The arts / William M. Dawson -- Retailing / Donald A. Hughes -- Health services / Robin Scott MacStravic --Hospitality services / Fletch Waller, Jr. -- The service entrepreneur / Adrienne Margules O'Hare and Carole A. Congram.;

650 0 a| Service industriesx| Marketing.=| ^A169059;

700 1 a| Congram, Carole A.=| ^A204241;

700 1 a| Friedman, Margaret L.=| ^A300597;

710 2 a| American Management Association.=| ^A11787;

919 a| BOOK;

596 a| 1;

998 a| 445291;

999 a| HD9980.5.A53 1991w| LCc| 1i| 30372006701269d| 5/6/2009e| 10/31/2005f| 3/20/2009g| 1l| JGESm| JOYNERn| 3r| Ys| Yt| JGESBKu| 1/11/1993x| BOOKz| JSTACKSo| .STAFF. 0;

The AMA handbook of marketing for the service industries / Carole A. Congram, editor, Margaret L. Friedman, associate editor.

Other author	Congram, Carole A.
Other author	Friedman, Margaret L.
Other author	American Management Association.
Format	Book
Publication Info	New York, NY : American Management Association, ©1991.
Description	xix, 588 pages : illustrations ; 27 cm
Subjects	Service industries--Marketing.

Contents	The quality-leadership connection in service businesses / Carole A. Congram and Margaret L. Friedman -- "What business are we in?" / Dave Masterson -- Positioning strategies for differential advantage / Margaret L. Friedman -- Developing strategies in service organizations / Michael J. Pessetti -- Developing customer-conscious employees at every level : internal marketing / William R. George and Christian Grönroos -- Shifting to a customer-driven organization : a case study / Margaret L. Friedman and Ruth J. Dumesic -- Organizing for marketing and the marketing organization / Evert Gummesson -- Understanding services consumer behavior / John E.G. Bateson -- Applying market research techniques in service industries / Pamela V. Alden -- How to develop a marketing plan / Kristine J. Bean -- Information : the next battleground / Timothy W. Powell -- How to manage outside consultants / Michael J. English ... [et al.] -- Measuring the effectiveness of services marketing / Thomas J. Fitzgerald -- How to design a service / G. Lynn Shostack and Jane Kingman-Brundage -- Building relationships that last / Carole A. Congram --
Contents	How to organize and implement a service management system / Charmaine L. Ponkratz -- The pricing of services / Kent B. Monroe -- Making service distribution work / Donald H. Light -- Marketing and communication tools for services marketers / Thad D. Peterson and K. Shelly Porges -- How to create an integrated communication system / Nancy L. Brenner -- Using service to differentiate a product / Douglas C. Snyder and Barbara M. Zuppinger -- Information services / Fred O. Jensen -- Telecommunications / Rusty Campos and Mary Cain -- Transportation / Craig E.Cina -- Financial services / John A. Czepiel and A. Dawn Lesh -- Professional services / Carole A. Congram -- Education / Laurence N. Smith,Rita Abent, and Dennis Lefond -- The arts / William M. Dawson -- Retailing / Donald A. Hughes -- Health services / Robin Scott MacStravic --Hospitality services / Fletch Waller, Jr. -- The service entrepreneur / Adrienne Margules O'Hare and Carole A. Congram.
Bibliography note	Includes bibliographical references and index.
LCCN	90055204
ISBN	081440104X

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Library	Location	Call Number	Status	Item Actions
Joyner	General Stacks	HD9980.5.A53 1991	✔ Available	Place Hold

The AMA handbook of marketing for the service industries / Carole A. Congram, editor, Margaret L. Friedman, associate editor.

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