000			01283nam a22001577a 4500
008			140324b xxu||||| |||| 00| 0 eng d
020			_a9789964725006
100			_aHinson, Robert E.
245			_aService marketing execellence. / _cRobert E. Hinson
260			_aAccra: _bSedco Publishing, _c2012.
300			_avi,342 p.: _bill; _c23cm.
500			_aIncludes index, bibliography and appendix.
505			_aContents: 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.
650			_aMarketing
942			_2lcc _cBK
999			_c2753 _d10253