Handbook of Services Marketing and Management
( 1 )
Publication series ：1
Author： Swartz Teresa A.;Iacobucci Dawn
Publisher： Sage Publications Ltd
Publication year： 1999
E-ISBN: 9781412973649
P-ISBN(Paperback): 9780761916123
Subject： F037 economic cycle
Keyword： 商品销售,贸易经济
Language： ENG
Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.
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.
Chapter