Handbook of Services Marketing and Management

Book Overview

The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues.

A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused mini′ chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.

• Format: Paperback
• Language: English
• ISBN: 0761916121
• ISBN13: 9780761916123
• Release Date: November 1999
• Publisher: Sage Publications, Inc
• Length: 536 Pages
• Weight: 0.88 lbs.
• Dimensions: 1.2" x 8.1" x 11.1"