• TFMK2001
  • Services Mktg. & Customer Care

  • Credits (ECTS): 5
  • Hospitality Mgmt. and Tourism

Modules are delivered
as part of a programme.
To apply for the
programme,
see the DIT website

Reading Lists

Books

Essential

Title Author Publisher Published Date Edition ISBN
Services Marketing Bateson, J.E and D.K. Hoffman Dreyden Press 1999 4
Services Marketing Carson, D and Gilmore A. Mercury Publications 1996

Recommended

Title Author Publisher Published Date Edition ISBN
Service Quality and Customers Willingness to Pay Dean, A., D. Morgan andTang Eng Tan Journal of Travel and Tourism Marketing 2002 2 Journal
Service Recovery Efforts in Fast Food Restaurants Leong, J.K.and W.G. Kim Journal of Travel & Tourism Marketing 2002 2 Journal Article
The Profitable Art of Service Recovery Hart, C., et al Harvard Business Review 1990 Journal
Zero Defections: Quality Comes to Services Reichheld, F. W. Earl Sasser Harvard Business Review 1990 Journal


Journals

Recommended

Journal Title Article Title Author Publisher Published Date Volume Pages ISBN
Harvard Business Review Putting the Service-Profit Chain to Work Heskett, J.L., et al 1994


Reading material is available from the DIT Library

Please note that the catalogue is provided as a guide to modules in DIT. Not all modules listed will necessarily be offered every year and new modules may also be added. Information subject to change. For detail on specific programmes/modules please contact the relevant School directly.