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Page 1: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

Week 1 Video 1

Page 2: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

Page 3: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

Page 4: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

Page 5: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

Page 6: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

Week 1 Video 2

Page 7: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

Page 8: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

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Page 12: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

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Page 25: Week 1 Video 1 - Alison · Service Management and Marketing: A Customer Relationsh ip Management Approach. 2nd ed. (West Sus— sex, England: John Wiley and Sons. Ltd., 2000), p

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END OF RESOURCE

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