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Service marketing execellence. / Robert E. Hinson

By: Hinson, Robert EMaterial type: TextTextPublisher: Accra: Sedco Publishing, 2012Description: vi,342 p.: ill; 23cmISBN: 9789964725006Subject(s): Marketing
Contents:
Contents: 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.
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Item type Current location Home library Call number Copy number Status Date due Barcode
Books Books WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY
CC 		WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY
1 Available 824/017/13

Includes index, bibliography and appendix.

Contents: 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.

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