Test Bank · 5th Edition
Test Bank for Services Marketing Concepts Strategies and Cases 5th Edition by K. Douglas Hoffman
by K. Douglas Hoffman
- Textbook
- Services Marketing Concepts Strategies and Cases
- Edition
- 5th Edition
- ISBN
- ISBN-13 9781285429786 ISBN-10 1285429788
Sample pages
See exactly what you'll download
Included files
CHAPTER_1_AN_INTRODUCTION_TO_SERVICES.docx CHAPTER_2_THE_SERVICES_SECTOR_SUPERSECTORS_AND_ETHICAL_CONSIDERATIONS.docx CHAPTER_3_FUNDAMENTAL_DIFFERENCES_BETWEEN_GOODS_AND_SERVICES.docx CHAPTER_4_SERVICED_CONSUMER_BEHAVIOR.docx CHAPTER_5_THE_SERVICE_DELIVERY_PROCESS.docx CHAPTER_6_THE_PRICING_OF_SERVICES.docx CHAPTER_7_DEVELOPING_THE_SERVICE_COMMUNICATION_STRATEGY.docx CHAPTER_8_MANAGING_THE_FIRM_S_PHYSICAL_EVIDENCE.docx CHAPTER_9_PEOPLE_AS_STRATEGY_MANAGING_SERVICE_EMPLOYEES.docx CHAPTER_10_PEOPLE_AS_STRATEGY_MANAGING_SERVICE_CUSTOMERS.docx CHAPTER_11_DEFINING_AND_MEASURING_CUSTOMER_SATISFACTION.docx CHAPTER_12_DEFINING_AND_MEASURING_SERVICE_QUALITY.docx CHAPTER_13_COMPLAINT_AND_SERVICE_RECOVERY_MANAGEMENT.docx CHAPTER_14_CUSTOMER_LOYALTY_AND_RETENTION.docx CHAPTER_15_PULLING_THE_PIECES_TOGETHER_CREATING_A_WORLD_CLASS_SERVICE_CULTURE.docx
Before you buy
Questions students ask
Is this for the 5th Edition of the book?
Yes. Every document on SellDocx is listed against a specific edition and ISBN ISBN-13 9781285429786 ISBN-10 1285429788, and the search matches the edition you type. If your syllabus names a different edition, check the other editions listed below.
What happens after I pay?
The file is available immediately. You'll land on your Downloads page with a secure link, and the link stays in your account so you can download again later.
What format is the file?
delivered exactly as shown in the chapter list above. They open in Microsoft Word, Google Docs or any PDF reader.
Can I see it before buying?
The sample pages above show the real formatting and content of this document.
Is there any recurring charge?
No. You pay once for this document and it stays in your account to re-download whenever you need it.
Something else? Read the FAQ or contact us.
Same textbook
Other editions and companions of Services Marketing Concepts Strategies and Cases
You may also need
Students also viewed
