Services marketing :
Zeithaml, Valarie A.
Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. - 4th ed. - Boston : McGraw-Hill/Irwin, c2006. - xxvii, 708 p. : ill., map ; 27 cm.
Includes bibliographical references and index.
Part one: focus on the customer -- Part two: listening to customer requests -- Part three: aligning strategy, service design and standards -- Part four: delivering and performing service -- Part five: managing service promises -- Part six: the bid picture - closing all the gaps.
0072961945 (alk. paper)
2004065642
Service industries--Marketing.
Customer services.
Marketing.
HD9980.5 / .Z45 2006
Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. - 4th ed. - Boston : McGraw-Hill/Irwin, c2006. - xxvii, 708 p. : ill., map ; 27 cm.
Includes bibliographical references and index.
Part one: focus on the customer -- Part two: listening to customer requests -- Part three: aligning strategy, service design and standards -- Part four: delivering and performing service -- Part five: managing service promises -- Part six: the bid picture - closing all the gaps.
0072961945 (alk. paper)
2004065642
Service industries--Marketing.
Customer services.
Marketing.
HD9980.5 / .Z45 2006