Handbook of Services Marketing and Management.

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 shor...

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Bibliographic Details

Online Access:	Full Text (via ProQuest)
Main Author:	Swartz, Teresa A.
Other Authors:	Iacobucci, Dawn
Format:	eBook
Language:	English
Published:	Thousand Oaks : SAGE Publications, 1999.
Subjects:	Service industries > Marketing. Service industries > Management. Customer services > Marketing. Customer services > Management.