TY  - BOOK
AU  - Bowie,David
AU  - Buttle,Francis
TI  - Hospitality marketing: an introduction 
SN  - 0750652454 (pbk.)
U1  - 647.940688 
PY  - 2004///
CY  - Oxford
PB  - Elsevier
KW  - Hospitality industry
KW  - Marketing
KW  - Hotels
KW  - Restaurants
N1  - Pt A: Introduction 1. Introduction to hospitality marketing. -- Pt B: Pre-encounter marketing 2. Marketing research. 3. Understanding and segmenting customers. 4. Competitive strategies. 5. Developing the offer. 6. Locating the offer. 7. Pricing the offer. 8. Distributing the offer. 9. Communicating the offer. -- Pt C: Encounter marketing 10. Managing the physical environment. 11. Managing service processes. 12. Managing customer-contact employees. -- Pt D: Post-encounter marketing 13. Managing customer satisfaction. 14. Relationship marketing. -- Pt E: The marketing plan 15. Marketing planning. -- Index
ER  -