TY  - BOOK
AU  -  Hinson Robert
TI  - Marketing of services:  A managerial perspective
SN  - 9789964723583
SN  - 996472358
AV  - HD9980.5 
PY  - 2006///
CY  - Accra
PB  - Sedco-Longman
N1  - 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
ER  -