Handbook of Services Marketing and Management
- ISBN-10
- 1412973643
- ISBN-13
- 9781412973649
- Category
- Business & Economics
- Pages
- 536
- Language
- English
- Published
- 1999-11-19
- Publisher
- SAGE Publications
- Authors
- Dawn Iacobucci, Teresa Swartz
Description
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.
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