Книгу можно купить в интернет-магазинах:
· OZON.ru 1287р. [Проверить наличие]
ISBN: 0761916121Издательство: Sage Publications
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.