01405nam a22001577a 4500 140326b xxu||||| |||| 00| 0 eng d 9964725000 Hinson, Robert E. Service marketing excellence: with a twist of corporate social responsibility. / Robert E. Hinson Accra: Sedco, 2012. vi,342 p.: ill.; 24cm. Includes bibliographies 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 employee dynamics: Role of employees in service delivery -- Best human resource practices -- Managing and improving service 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 and ethics: Social responsibility and corporate social responsibility -- Ethics and service businesses -- Service firm corporate social initiatives -- Corporate philanthropy for service firms -- Community volunteering for service firms -- Bibliography -- Appendices -- Index. Marketing. lcc BK 2773 10273 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2014-03-26 0 7220/244/13 2014-03-26 00:00:00 1 2014-03-26 BK 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2014-03-26 0 7221/245/13 2014-03-26 00:00:00 2 2014-03-26 BK 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2014-03-26 0 7222/246/13 2014-03-26 00:00:00 3 2014-03-26 BK 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-10-24 WIUC HD.9980.5.H58 K/406/406/19 2022-02-03 00:00:00 1 2014-03-26 BK 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-10-24 WIUC 0 HD.9980.5.H581 K/407/407/19 2022-02-03 00:00:00 2 2014-03-26 BK 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-10-24 WIUC 0 HD.9980.5.H582 K/408/408/19 2022-02-03 00:00:00 3 2014-03-26 BK