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Download FREE Sample Here for Solutions Manual for Services Marketing Concepts Strategies & Cases 4th Edition by Hoffman. Note : this is not a text book. File Format : PDF or WordProduct Description Complete downloadable Solutions Manual for Services Marketing Concepts Strategies & Cases 4th Edition by Hoffman. INSTRUCTOR RESOURCE INFORMATION TITLE: Services Marketing Concepts Strategies & Cases RESOURCE: Solutions Manual EDITION: 4th Edition AUTHOR: Hoffman, Bateson PUBLISHER: Cengage Learning PREVIEW PDF SAMPLE Solutions-Manual-Services-Marketing-Concepts-StrategiesCases-4th-Edition-Hoffman Table of Contents 1. An Introduction to Services. 2. The Service Sector: Supersectors and Ethical Considerations. 3. Fundamental Differences between Goods and Services. 4. Services Consumer Behavior. 5. The Service Delivery Process. 6. The Pricing of Services. 7. Developing the Service Communication Strategy. 8. Managing the FirmÂs Physical Evidence. 9. People as Strategy: Managing Service Employees. 10. People as Strategy: Managing Service Consumers. 11. Defining and Measuring Customer Satisfaction. 12. Defining and Measuring Service Quality. 13. Complaint & Service Recovery Management. 14. Customer Loyalty & Retention. 15. Putting the Pieces together: Creating a World Class Service Culture. DOWNLOAD SAMPLES
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