Communication in Services
Bennett, Rebekah (2003) Communication in Services. In Services Marketing. Wiley and Sons, Sydney.
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This chapter focuses on the role of communication for services marketing. It includes six strategies for managing communication of a service organisation and the tools to achieve these strategies. The chapter commences with the definition of communication, which includes an explanation of the contemporary approach to communication of social constructionism. This is followed by a discussion on the relevance of communication for services and the strategies in managing communication in a service organisation. Finally communication tools are outlined for both customers and other stakeholders.
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|Item Type:||Book Chapter|
|Divisions:||Current > QUT Faculties and Divisions > QUT Business School|
Current > Schools > School of Advertising, Marketing & Public Relations
|Copyright Owner:||Copyright 2003 Wiley and Sons|
|Copyright Statement:||Contact the author|
|Deposited On:||18 Feb 2009 17:20|
|Last Modified:||29 Feb 2012 23:25|
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