Services marketing concepts, strategies, & cases
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Date
2008
Journal Title
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Volume Title
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Abstract
Description
1.Introduction; 2.Setting the context; 3.Service goals: the use of metaphors; 4.Service encounters; 5. Consumer experiences; 6.Service design; 7.Internal marketing; 8.Service quality and customer satisfaction; 9.Relationship marketing; 10.Service profitability; 11.Future research issues