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Complete downloadable Test Bank for Services Marketing Concepts Strategies & Cases 4th Edition by Hoffman. INSTRUCTOR RESOURCE INFORMATION
TITLE: Services Marketing Concepts Strategies & Cases
RESOURCE:Test Bank
EDITION: 4th Edition
AUTHOR: Hoffman, Bateson
PUBLISHER: Cengage Learning

Table of content

1. An Introduction to Services.
2. The Service Sector: Supersectors and Ethical Considerations.
3. Fundamental Differences between Goods and Services.
4. Services Consumer Behavior.
5. The Service Delivery Process.
6. The Pricing of Services.
7. Developing the Service Communication Strategy.
8. Managing the Firm’s Physical Evidence.
9. People as Strategy: Managing Service Employees.
10. People as Strategy: Managing Service Consumers.
11. Defining and Measuring Customer Satisfaction.
12. Defining and Measuring Service Quality.
13. Complaint & Service Recovery Management.
14. Customer Loyalty & Retention.
15. Putting the Pieces together: Creating a World Class Service Culture.

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