Handbook of Services Marketing and Management / Edition 1 in Bloomington, MN

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.