Services Marketing Notes

Description

This includes all lecture notes as well as additional notes from the textbook including chapter summaries Topics covered include: 1) Introduction 2) Managing the Physical Processes and Blueprinting 3) Managing the Physical Processes and Blueprinting 4) Pricing 5) Customer Satisfaction, Service Quality and Service Standards 6) Service failure and recovery 7) Customer loyalty and retention 8) Services Branding 9) International and Ethnic Services Marketing 10) International and Ethnic Services Marketing