Handbook of Services Marketing and Management

by Teresa A. Swartz (Editor)

The Handbook is organized in six major 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.

Paperback

First published January 1, 1999