Das Buch prasentiert die Beitrage des 11. Workshops, der im Juni 2005 vom Marketing-Department der Freien Universitat Berlin veranstaltet wurde. Es setzt sich mit verschiedenen theoretischen Ansatzen auseinander. So werden unter anderem zentrale Konstrukte dargestellt und Moeglichkeiten ihrer Messung aufgezeigt. Ausserdem werden aber auch grundlegende strategische und praktische Aspekte des Dienstleistungsmarketings diskutiert.
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