Handbook of Services Marketing and Management

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.