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.REFERENCES Anderson, Eugene W and Claes Fornell (1994), aA Customer Satisfaction Research Prospectus, a in ... Figure 12.5 Technology-Intermediated Service Profit Chain Improvement Program Analysis Managerial Program Decisions.
|Title||:||Handbook of Services Marketing and Management|
|Author||:||Teresa Swartz, Dawn Iacobucci|
|Publisher||:||SAGE Publications - 1999-11-19|