Hinson, Robert. creator text xxu Accra Sedco 2006 monographic eng

print

xi, 148p : 23 cm. 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. Robert Hinson Includes bibliography HF 5415.122.H58 13 978 9964 72 358 3 10 9964 72 358 x 120604 20210414113954.0