Hinson, Robert. <br/><br/>
Marketing of services: a managerial perspective. / 
Robert Hinson 
 - Accra:  Sedco;  2006. 
 - xi, 148p :  23 cm. 
<br/><br/> Includes bibliography 
<br/><br/>Contents: Nature and importance of services -- Dealing with the nuances of service -- The Importance of physical evidence -- Customer expectations and zone of tolerance -- Service personnel management -- Moment of truth encounters -- Brand/service loyalty -- Professional service communication -- Service failures and service recovery -- Customer retention -- Measuring service quality -- Improving the service marketing orientation of African films. 
<br/><br/><label>ISBN: </label>13 978 9964 72 358 3  10 9964 72 358 x 
<br/><br/><label>LC Class. No.: </label>HF 5415.122.H58