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Services marketing : integrating customer focus across the firm /
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| Other Authors: | |
| Format: | Printed Book |
| Language: | English |
| Published: |
New Delhi :
Tata Mcgraw-Hill,
2003.
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| Edition: | 3rd ed. |
Table of Contents:
- 1. Consumer behavior in services 2. Customer expectations of service 3. Customer perceptions of service 4. Understanding customer expectations and perceptions through marketing research 5. Building customer relationships 6. Service recovery 7. Servi