000			01547cam a2200373 a 4500
001			u5197
003			SA-PMU
005			20210418124800.0
008			080129s2009 mauab b 001 0 eng
010			_a 2008003660
040			_aDLC _beng _cDLC _dYDXCP _dBTCTA _dBAKER _dC#P _dBWX _dDEBBG _dUKM _dCUY _dOCL _dEUM _dOCL _dDEBSZ
020			_a9780073380933 (alk. paper)
020			_a0073380938 (alk. paper)
020			_a0071263934
020			_a9780071263931
035			_a(OCoLC)191732440 _z(OCoLC)175648148 _z(OCoLC)214305675 _z(OCoLC)317744999
050	0	0	_aHD9980.5 _b.Z45 2009
082	0	0	_a658.8 _222
100	1		_aZeithaml, Valarie A.
245	1	0	_aServices marketing : _bintegrating customer focus across the firm / _cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
250			_a5th ed.
260			_aBoston : _bMcGraw-Hill Irwin, _cc2009.
300			_axxviii, 708 p. : _bill., map ; _c26 cm.
504			_aIncludes bibliographical references and index.
520			_aThis 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.
650		0	_aService industries _xMarketing.
650		0	_aCustomer services.
650		0	_aMarketing.
700	1		_aBitner, Mary Jo.
700	1		_aGremler, Dwayne D.
942			_cBOOK
994			_aZ0 _bSUPMU
596			_a1 2
999			_c9656 _d9656