Автор:Teresa A. Swartz, Dawn Iacobucci Год: [не указано] Издание: [не указанo] Страниц: [не указано] ISBN: 0761916121 The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused `mini' chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.
