Marketing of services: a managerial perspective. / Robert Hinson
Material type:
TextPublication details: Accra: Sedco; 2006.Description: xi, 148p : 23 cmISBN: - 13 978 9964 72 358 3 10 9964 72 358 x
- HF 5415.122.H58
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| HF5415 .Z54 Marketing. / | HF5415 .Z541 Marketing. / | HF5415.122.H581 Marketing of services: a managerial perspective. / | HF5415.122.H582 Marketing of services: a managerial perspective. / | HF5415.122.H583 Marketing of services: a managerial perspective. / | HF5415.122.L68 Services marketing: people, technology, strategy. / | HF5415.122.L681 Services marketing: people, technology, strategy. / |
Includes bibliography
Contents: Nature and importance of services -- Dealing with the nuances of service -- The Importance of physical evidence -- Customer expectations and zone of tolerance -- Service personnel management -- Moment of truth encounters -- Brand/service loyalty -- Professional service communication -- Service failures and service recovery -- Customer retention -- Measuring service quality -- Improving the service marketing orientation of African films.
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