01283nam a22001577a 4500 140324b xxu||||| |||| 00| 0 eng d 9789964725006 Hinson, Robert E. Service marketing execellence. / Robert E. Hinson Accra: Sedco Publishing, 2012. vi,342 p.: ill; 23cm. Includes index, bibliography and appendix. Contents: Nature and scope of service marketing: Definition of service -- Components of a service -- Understanding the service customer: Consumer decision process -- Managing customer participation -- Service brand communications: Integrating the service communication mix -- Brand loyalty benefits -- Service employment dynamics: Role of employees in service delivery -- Best human resource practices -- Managing and improving service quality: The Service blueprint -- Developing a marketing oriented service culture -- Service failures: Moment of truth encounters -- Service failure -- Nature and scope of corporate social responsibility & ethics: Social responsibility and corporate social responsibility -- Ethics and service businesses -- Service firm corporate social initiatives -- Community volunteering for service firms. Marketing lcc BK 2753 10253 0 0 lcc 0 0 WIUC-1 WIUC-1 CC 2014-03-24 0 824/017/13 2014-03-24 00:00:00 1 2014-03-24 BK