000 | 00938nam a22001697a 4500 | ||
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005 | 20210414113954.0 | ||
008 | 120604t xxu||||| |||| 00| 0 eng d | ||
020 | _a13 978 9964 72 358 3 10 9964 72 358 x | ||
050 | _aHF 5415.122.H58 | ||
100 | _aHinson, Robert. | ||
245 |
_aMarketing of services: a managerial perspective. / _cRobert Hinson |
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260 |
_aAccra: _bSedco; _c2006. |
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300 |
_axi, 148p : _c23 cm. |
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500 | _aIncludes bibliography | ||
505 | _aContents: 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. | ||
942 |
_2lcc _cBK |
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999 |
_c1068 _d8568 |