Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
Material type:
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 |
|---|---|---|---|---|---|---|---|
Books
|
Female Library | HD9980.5 .Z45 2009 (Browse shelf (Opens below)) | 1 | Available | STACKS | 51952000095361 | |
|
Books
|
Main Library | HD9980.5 .Z45 2009 (Browse shelf (Opens below)) | 1 | Available | STACKS | 51952000123484 |
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.
1 2
There are no comments on this title.