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Service Marketing, 2nd Edition by Pearson
book

Service Marketing, 2nd Edition by Pearson

by K. Rama Mohana Rao
May 2024
Beginner to intermediate content levelBeginner to intermediate
585 pages
24h 22m
English
Pearson India
Content preview from Service Marketing, 2nd Edition by Pearson
356 Services Marketing
interaction process.  e employee concerned is responsible for managing
the assigned moments. Management of moments of truth e ectively is pos-
sible only when employees are adequately empowered. It also requires a high
level of motivation as well as morale of the employees.  is concept makes
every employee creative and innovative.  e employee becomes conscious of
what is happening in the moments assigned to him and becomes account-
able for such moments for the company.
Managing Moments of Truth
e moments of truth need to be managed e ectively by integrating company
policies, procedures, service environment, em
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Publisher Resources

ISBN: 9781306254410