000			00938nam a22001697a 4500
005			20210414113954.0
008			120604t xxu||||| |||| 00| 0 eng d
020			_a13 978 9964 72 358 3 10 9964 72 358 x
050			_aHF 5415.122.H58
100			_aHinson, Robert.
245			_aMarketing of services: a managerial perspective. / _cRobert Hinson
260			_aAccra: _bSedco; _c2006.
300			_axi, 148p : _c23 cm.
500			_aIncludes bibliography
505			_aContents: 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.
942			_2lcc _cBK
999			_c1068 _d8568