000			01405nam a22001577a 4500
008			140326b xxu||||| |||| 00| 0 eng d
020			_a9964725000
100			_aHinson, Robert E.
245			_aService marketing excellence: with a twist of corporate social responsibility. / _cRobert E. Hinson
260			_aAccra: _bSedco, _c2012.
300			_avi,342 p.: _bill.; _c24cm.
500			_aIncludes bibliographies 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 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.
650			_aMarketing.
942			_2lcc _cBK
999			_c2773 _d10273