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Services Marketing Management

Services Marketing Management

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  • ISBN:9780750666749
  • Editorial: Butterworth-Heinemann
  • Fecha de la edición:
  • Número de la edición: 3
  • Encuadernación:
  • Dimensiones: 0 cm x 0 cm
  • Nº Pág.:280
  • Idiomas:Ingles,Inglés

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This book provides the reader with a thorough understanding of the principles of services marketing management, and the vital link between the promises that marketers make to their customers, and the standards of service that operational managers must actually deliver. There is particularly good coverage of the contemporary challenge of industrialising the service encounter and the book provides a welcome discussion of the concept of emotional labour. This new edition is brought up to date with discussion of recent developments in technology that are transforming many service sectors

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