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Product Description
The primary objective of (this book) is to provide instructional materials that not only introduce the student to the field of services marketing but also acquaint the student with specific customer service issues.... The (book first) concentrates on defining services marketing and providing the basic concepts that differentiate the marketing of services from the marketing of tangibles.... (It then discusses) topics that concern the management of the service encounter.... (The book also) focuses on customer satisfaction and service quality issues. Methods for tracking service failures and employee recovery efforts as well as customer retention strategies are also presented.... (The book concludes with) nine cases that illustrate the topics discussed throughout the book.
This book is second hand, and while you may not get the same publication/version/reprint/edition shown in the picture it will be the same author and title.
Removing existing stickers from a second hand book may damage it, so we refrain from doing so.
Even if the picture shows no price stickers on the book they may be there on the copy you receive.
All of our books are in very good condition.
Please be aware that there will be a sticker with an identifying number on the spine of this book.
