Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
Purchase Benefits
What is included with this book?
Preface to the second edition | p. vii |
Preface to the first edition | p. viii |
Acknowledgements | p. ix |
Introducing services | p. 1 |
The organizational setting | p. 26 |
Service design | p. 44 |
The service setting | p. 63 |
Service quality | p. 81 |
The service encounter | p. 109 |
Service employees | p. 132 |
Managing demand and supply | p. 159 |
Service communications | p. 189 |
Performance measurement | p. 215 |
Delivering satisfaction | p. 253 |
Monitoring and evaluating the service | p. 282 |
Index | p. 305 |
Table of Contents provided by Syndetics. All Rights Reserved. |
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.