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Essay Details:
Essay text:
Review of related literature 8
2.1 Customers 8
2.1.1 Types of customers 9
2.1.2 Types of offers made to customers 9
2.2 Service Marketing 10
2.2.1 Service standards 10
2.2.2 Service objectives & standards 11
2.2.3 Setting the strategy 11
2.2.4 Consistency of service 11
2.2.5 Principle of superior service 12
2.3 Customer service 14
2.3.1 Implementation of customer service 15
2.3.2 The objectives of customer service in an airlines 15
2.3.3 Purpose of customer service activities in an airlines 15
2.3.4 The need for change in service business 16
2.3.5 Establishing a customer service strategy 17
2...
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