Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
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TextPublisher: Boston : McGraw-Hill Irwin, c2009Edition: 5th edDescription: xxviii, 708 p. : ill., map ; 26 cmISBN: 9780073380933 (alk. paper); 0073380938 (alk. paper); 0071263934; 9780071263931Subject(s): Service industries -- Marketing | Customer services | MarketingDDC classification: 658.8 LOC classification: HD9980.5 | .Z45 2009Summary: This textbook provides a comprehensive review and analysis of services marketing issues, practice and strategy. Customer behaviour, expectations and perceptions are discussed early on in the text to form the basis for understanding services marketing strategy later on, and the managerial content is framed by the GAPS model.
| Item type | Current library | Call number | Copy number | Status | Notes | Date due | Barcode |
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Female Library | HD9980.5 .Z45 2009 (Browse shelf (Opens below)) | 1 | Available | STACKS | 51952000095361 | |
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Main Library | HD9980.5 .Z45 2009 (Browse shelf (Opens below)) | 1 | Available | STACKS | 51952000123484 |
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| HD9980.5 .J647 2008 Service operations management : improving service delivery / | HD9980.5 .J647 2012 Service operations management : improving service delivery / | HD9980.5 .S47 2008 Services marketing : integrating customer focus across the firm / | HD9980.5 .Z45 2009 Services marketing : integrating customer focus across the firm / | HD9999 .M78 E94 2007 Catalyst code : the strategies behind the world's most dynamic companies / | HD9999 .S4445 P76 2004 Profile of the international fluid sealing industry : market prospects to 2008. | HD9999 .S74 P738 2004 Rising tide : lessons from 165 years of brand building at Procter & Gamble / |
Includes bibliographical references and index.
This textbook provides a comprehensive review and analysis of services marketing issues, practice and strategy. Customer behaviour, expectations and perceptions are discussed early on in the text to form the basis for understanding services marketing strategy later on, and the managerial content is framed by the GAPS model.
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