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Essay text:
Naturaleza y caracteristicas de los Servicios
2. Calidad de servicio
3. Gestion de la calidad
4. Rol de las personas en las organizaciones de servicios
5. Momentos de la Verdad
VER PRESENTACION ADICIONAL SOBRE MARKETING DE SERVICIO
CAPITULO3: EL MARKETING RELACIONAL
1. Definiciones de Fidelizacion
2. Customer relationship management
a. Conceptos basicos;
b. Definicion de CRM
c. Identificacion de clientes;
d. Definicionde Estrategias de CRM
Casos Practicos
Capitulo 1
1. Conceptos basicos en Marketing de Servicios
2. Analisis del Consumidor: Factores que influyen y el Proceso de Decision de Compra...
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