Hospitality Marketing : An Introduction (Paperback, 2 Rev ed)

Part A: Introduction  1. Introduction to Hospitality Marketing  Part 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  Part C: Encounter Marketing  10. Managing the Physical Environment  11. Managing Service Processes  12. Managing Customer-contact Employees  Part D: Post-encounter Marketing  13. Managing Customer Satisfaction  14. Relationship Marketing  Part E: The Marketing Plan  15. Marketing Planning