Bulk sales, PO's, Marketplace Items, eBooks, Apparel, and DVDs not included.
Questions About This Book?
- 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 CDs, lab manuals, study guides, etc.
- The Used copy of this book is not guaranteed to include any supplemental materials. Typically, only the book itself is included.
- The Rental copy of this book is not guaranteed to include any supplemental materials. You may receive a brand new copy, but typically, only the book itself.
- The eBook copy of this book is not guaranteed to include any supplemental materials. Typically only the book itself is included.
Table of Contents
|An Overview of Services Marketing|
|An Introduction to Services|
|The Service Sector: Supersectors and Ethical Considerations|
|Fundamental Differences between Goods and Services|
|Services Consumer Behavior|
|Service Strategy: Managing the Service Experience|
|The Service Delivery Process|
|The Pricing of Services|
|Developing the Service Communication Strategy|
|Managing the Firm's Physical Evidence|
|People as Strategy: Managing Service Employees|
|People as Strategy: Managing Service Consumers|
|Assessing and Improving Service Delivery|
|Defining and Measuring Customer Satisfaction|
|Defining and Measuring Service Quality|
|Complaint & Service Recovery Management|
|Customer Loyalty & Retention|
|Putting the Pieces together: Creating a World Class Service Culture|
|Table of Contents provided by Publisher. All Rights Reserved.|