Handbook of Services Marketing and Management

Handbook of Services Marketing and Management

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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.Beauty salons where providers rent space from the salon would fit this model, along with some small consulting firms or ... encounter where the customer knows and trusts the organization, which also keeps the loyalty of its employees.

Title:Handbook of Services Marketing and Management
Author:Teresa Swartz, Dawn Iacobucci
Publisher:SAGE Publications - 1999-11-19


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