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  • ISBN: 9780030225192
  • ISBN10: 0030225191

Managing Services Marketing Text and Readings

by K. Douglas Hoffman

  • List Price: $233.95
  • Binding: Hardcover
  • Edition: 4
  • Publisher: Cengage
  • Publish date: 12/01/1998
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Description: Part I The Basic Building Blocks. Chapter 1- The Service Revolution. Chapter 2- Understanding the Service Consumer. Chapter 3- Understanding the Service Operation. Chapter 4- Understanding the Service Worker Part II Configuring the Service Firm. Chapter 5- The Service Operations. Chapter 6- The Physical Setting. Chapter 7- The Service Employees. Chapter 8- Communications Strategy. Chapter 9- Pricing Policy. Part III Competing as a Service Firm. Chapter 10- Competing as a Service Firm: Generic Competitive Strategies. Chapter 11- Customer Satisfaction System. Chapter 12- Service Recovery. Chapter 13- The Customer Retention System. Chapter 14- Competing as a Service Firm: Service Quality.
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