PowerPoint Slides
Chapter 1 An Introduction to Services
Chapter 2 Fundamental Differences Between Goods and Services
Chapter 3 An Overview of the Services Sector
Chapter 4 Consumer Decision Process Issues in Services Marketing
Chapter 5 Ethical Issues in Services Marketing
Chapter 6 Service Delivery Process
Chapter 7 The Pricing of Services
Chapter 8 Developing the Service Communication Mix
Chapter 9 Managing the Firm's Physical Evidence
Chapter 10 People Issues: Managing Service Employees
Chapter 11 People Issues: Managing Service Consumers
Chapter 12 Defining and Measuring Customer Satisfaction
Chapter 13 Defining and Measuring Service Quality
Chapter 14 Service Failures and Recovery Strategies
Chapter 15 Customer Retention
Chapter 16 Putting the Pieces Together: Creating the Seamless Service Firm