Solution Manual Services Marketing Concepts Strategies and Cases 5e Douglas Hoffman

Solution Manual For Services Marketing Concepts Strategies and Cases 5th Edition Douglas Hoffman

This is not a textbook. Please review the free sample before purchasing.

Format: Downloadable ZIP Fille

Resource Type: Solution Manual (Textbook Solutions)

Duration: Unlimited downloads

Delivery: Instant Download

Download Free Sample

Solution Manual Services Marketing Concepts Strategies and Cases 5th Edition Douglas Hoffman

Table Of Contents

Part I: AN OVERVIEW OF SERVICES MARKETING.
1. An Introduction to Services.
2. The Service Sector: Supersectors and Ethical Considerations.
3. Fundamental Differences between Goods and Services.
4. Services Consumer Behavior.
Part II: THE TACTICAL SERVICES MARKETING MIX
5. The Service Delivery Process.
6. The Pricing of Services.
7. Developing the Service Communication Strategy.
8. Managing the Firm’s Physical Evidence.
9. People as Strategy: Managing Service Employees.
10. People as Strategy: Managing Service Consumers.
Part III: ASSESSING AND IMPLEMENTING SUCCESSFUL SERVICE STRATEGIES
11. Defining and Measuring Customer Satisfaction.
12. Defining and Measuring Service Quality.
13. Complaint & Service Recovery Management.
14. Customer Loyalty & Retention.
15. Pulling the Pieces together: Creating a World Class Service Culture.