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Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.

By: Contributor(s): Material type: TextTextPublication details: Boston : McGraw-Hill/Irwin, c2006.Edition: 4th edDescription: xxvii, 708 p. : ill., map ; 27 cmISBN:
  • 0072961945 (alk. paper)
Subject(s): LOC classification:
  • HD9980.5 .Z45 2006
Online resources:
Contents:
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.
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Holdings
Item type Current library Collection Call number Copy number Status Date due Barcode
Books Books Zetech Library - Pioneer General Stacks Non-fiction HD 9980.5 .Z45 2006 (Browse shelf(Opens below)) C4 Available Z001314
Books Books Zetech Library - Pioneer General Stacks Non-fiction HD 9980.5 .Z45 2006 (Browse shelf(Opens below)) C1 Checked out 15/11/2019 Z000396
Books Books Zetech Library - Pioneer General Stacks Non-fiction HD 9980.5 .Z45 2006 (Browse shelf(Opens below)) C2 Available Z000395
Books Books Zetech Library - Pioneer General Stacks Non-fiction HD 9980.5 .Z45 2006 (Browse shelf(Opens below)) C3 Available Z000394
Browsing Zetech Library - Pioneer shelves, Shelving location: General Stacks, Collection: Non-fiction Close shelf browser (Hides shelf browser)
No cover image available No cover image available No cover image available
HD 8686.5 .M66 1985 Industrial relations / HD9005.B68 1983 Introduction to agricultural marketing / HD 9980.5 .Z45 2006 Services marketing : HD 9980.5 .Z45 2006 Services marketing : HD 9980.5 .Z45 2006 Services marketing : HD 9980.5 .Z45 2006 Services marketing : HE 1805 .T48 Thomas Cook Overseas Timetable:

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.

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