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Lecture Marketing management: Chapter 13 - Phillip Kotler, Kevin Lane Keller

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Chapter 13 - Designing and managing services. In this chapter, we will address the following questions: How do we define and classify services, and how do they differ from goods? What are the new services realities? How can we achieve excellence in services marketing? How can we improve service quality? How can goods marketers improve customer-support services?

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Nội dung Text: Lecture Marketing management: Chapter 13 - Phillip Kotler, Kevin Lane Keller

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