Services Marketing: Concepts, Strategies, & Cases – K. Hoffman & John Bateson (6th Edition) – Complete Test Bank Chapters 1–15

Services Marketing: Concepts, Strategies, & Cases – K. Hoffman & John Bateson (6th Edition) – Complete Test Bank Chapters 1–15.... Chapter 1. An Introduction to Services, Chapter 2. The Fundamental Differences Between Goods and Services, Chapter 3. Environmental, Social and Governance (ESG) and Ethical Issues in Services Marketing, Chapter 4. Consumer Behavior in Services Marketing, Chapter 5. The Service Delivery Process, Chapter 6. The Pricing of Services, Chapter 7. Developing the Service Communication Strategy, Chapter 8. Managing the Firm’s Physical Evidence, Chapter 9. People as Strategy: Managing Service Employees, Chapter 10. People as Strategy: Managing Service Customers, Chapter 11. Defining and Measuring Customer Satisfaction, Chapter 12. Defining and Measuring Service Quality, Chapter 13. The Art of Service Failure and Recovery Management, Chapter 14. Customer Loyalty and Retention, Chapter 15. Pulling the Pieces Together: Creating a World-Class Service Culture