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MKT 323 Marketing of Services Term Paper

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This document outlines 5 chapters from a marketing of services term paper, including chapters on defining and measuring customer satisfaction, defining and measuring service quality, complaint and service recovery management, customer loyalty and retention, and creating a world-class service culture.

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MKT 323 Marketing of Services Term Paper

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Sserwadda Abdul Rahman

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MKT 323 : MARKETING OF SERVICES TERM PAPER

Chapter 11
Defining and Measuring Customer Satisfaction :Evans
Chapter 12
Defining and Measuring Service Quality Abdulrahman
Chapter 13
Complaint and Service Recovery Management: Kioko
Chapter 14
Customer Loyalty and Retention Charles Maina
Chapter 15
Pulling the Pieces Together: Creating a World-Class Service Culture: Kiplimo

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