Marketing of services: A managerial perspective Hinson Robert
Material type:
TextPublication details: Accra Sedco-Longman 2006Description: xi, 149pgs ill, 23cmISBN: - 9789964723583
- 996472358x
- HD9980.5
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| HD9980.5 Marketing of services: | HD9980.5 Marketing of services: | HD9980.5 Marketing of services: | HD9980.5 Marketing of services: | HD9980.5 Marketing of services: | HD9980.5 Marketing of services: | HD9980.5 Marketing of services: |
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
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