Marketing of services:
Hinson Robert
Marketing of services: A managerial perspective Hinson Robert - Accra Sedco-Longman 2006 - xi, 149pgs ill, 23cm
Nature and Importance of Services 1
Dealing with the Nuances of Service 14
The Importance of Physical Evidence 24
Customer Expectations and Zone of Tolerance 29
Service Personnal Management 37
Moment of Truth Encounters 49
Brand/Service Layalty 61
Professional Service Communication 72
Service Cultomer Complaints 80
Service Failures and Service Recovery 96
Customer Retention 106
Measuring Service Quality 117
Improving the Service Marketing Orientation of Africa Firms 130
9789964723583
996472358x
HD9980.5
Marketing of services: A managerial perspective Hinson Robert - Accra Sedco-Longman 2006 - xi, 149pgs ill, 23cm
Nature and Importance of Services 1
Dealing with the Nuances of Service 14
The Importance of Physical Evidence 24
Customer Expectations and Zone of Tolerance 29
Service Personnal Management 37
Moment of Truth Encounters 49
Brand/Service Layalty 61
Professional Service Communication 72
Service Cultomer Complaints 80
Service Failures and Service Recovery 96
Customer Retention 106
Measuring Service Quality 117
Improving the Service Marketing Orientation of Africa Firms 130
9789964723583
996472358x
HD9980.5