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Handbook of services marketing & management

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Bibliographic Details
Group Author: Swartz Teresa A; Iacobucci Dawn
Published: Sage Publications,
Publisher Address: Thousand Oaks
Publication Dates: c2000.
Literature type: Book
Language: English
Subjects:
Service industries > Marketing
Service industries > Management
Customer services > Marketing
Customer services > Management
Carrier Form: ix, 521 p.: ill. ; 27 cm.
ISBN: 0761916113 (acid-free paper)
0761916121 (pbk. : acid-free paper)
Index Number: F719
CLC: F719-62
F063.1-62
F713.5-62
Call Number: F719-62/H236
Contents: Includes bibliographical references and indexes.
I. Services: the setting. pt. 1. Environment/performance -- pt. 2. Technology/participation. II. Services: demand management -- III. Services: excellence and profitability -- IV. Service recovery -- V. Service relationships -- VI. Services: the firm.

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