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Handbook of Services Marketing and Management (Paperback)

by Teresa A. Swartz (Editor), Professor Dawn Iacobucci (Editor) "Yogi Berra, philosopher and baseball great, once said "you can observe a lot just by watching ..." (more)

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Product details

Paperback: 536 pages
Publisher: Sage Publications, Inc (1 Jan 2000)
Language English
ISBN-10: 0761916121
ISBN-13: 978-0761916123
Product Dimensions: 28.1 x 20.7 x 3 cm
Average Customer Review: No customer reviews yet. Be the first.
Amazon.co.uk Sales Rank: 1,104,055 in Books (See Bestsellers in Books)

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Product Description

Review

"This Handbook contains an impressive collection of cutting-edge contributions that should be of keen interest to service researchers and practitioners. It represents some of the best and most recent thinking on a wide range of service topics."

(A. Parasuraman )

"This new handbook provides a wealth of stimulating ideas and guidelines for improving the quality and effectiveness of service offerings."

(Philip Kotler )

Product 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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First Sentence
Yogi Berra, philosopher and baseball great, once said "you can observe a lot just by watching." Read the first page

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