Test Bank for Services Marketing Concepts Strategies and Cases 3rd Edition by Hoffman
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Complete downloadable Test Bank for Services Marketing Concepts Strategies and Cases 3rd Edition by Hoffman. INSTRUCTOR RESOURCE INFORMATION
TITLE: Services Marketing Concepts Strategies and Cases
RESOURCE:Test Bank
EDITION: 3rd Edition
AUTHOR: Hoffman, Bateson
PUBLISHER: Cengage Learning
Download sample
Complete downloadable Test Bank for Services Marketing Concepts Strategies and Cases 3rd Edition by Hoffman. INSTRUCTOR RESOURCE INFORMATION
TITLE: Services Marketing Concepts Strategies and Cases
RESOURCE:Test Bank
EDITION: 3rd Edition
AUTHOR: Hoffman, Bateson
PUBLISHER: Cengage Learning
Table of content
1. An Introduction to Services.
2. The Service Sector: Supersectors and Ethical Considerations.
3. Fundamental Differences between Goods and Services.
4. Services Consumer Behavior.
5. The Service Delivery Process.
6. The Pricing of Services.
7. Developing the Service Communication Strategy.
8. Managing the Firm’s Physical Evidence.
9. People as Strategy: Managing Service Employees.
10. People as Strategy: Managing Service Consumers.
11. Defining and Measuring Customer Satisfaction.
12. Defining and Measuring Service Quality.
13. Complaint & Service Recovery Management.
14. Customer Loyalty & Retention.
15. Putting the Pieces together: Creating a World Class Service Culture.
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