TY  - BOOK
AU  - Hinson, Robert.
TI  - Marketing of services: a managerial perspective.
SN  - 13 978 9964 72 358 3  10 9964 72 358 x
AV  - HF 5415.122.H58 
PY  - 2006///
CY  - Accra
PB  - Sedco
N1  - Includes bibliography; 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
ER  -