Bulk sales, PO's, Marketplace Items, eBooks, Apparel, and DVDs not included.
Questions About This Book?
- 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.|