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060802s2006 nyu eng |
| 020 |
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|a 0072961945 (alk. paper)
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| 090 |
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|a HD9980.5
|b .Z45 2006
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| 100 |
1 |
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|a Zeithaml, Valarie A. ,
|e author
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| 245 |
1 |
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|a Services marketing :
|b integrating customer focus across the firm
|c Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler
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| 250 |
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|a 4th ed
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| 260 |
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|a Boston :
|b McGraw-Hill/Irwin ,
|c c2006
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| 300 |
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|a xxvii, 708 p. :
|b ill., map ;
|c 27 cm.
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| 504 |
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|a Includes bibliographical references and index
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| 505 |
1 |
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|a Pt. 1. Foundations for services marketing -- Pt. 2. Focus on the customer -- Pt. 3. Understanding customer requirements -- Pt. 4. Aligning service design and standards -- Pt. 5. Delivering and performing service -- Pt. 6. Managing service promises -- Pt. 7. Service and the bottom line
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| 650 |
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0 |
|a Customer services
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| 650 |
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0 |
|a Marketing
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| 650 |
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0 |
|a Service industries
|x Marketing
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| 700 |
1 |
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|a Bitner, Mary Jo ,
|e author
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| 700 |
1 |
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|a Gremler, Dwayne D. ,
|e author
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| 999 |
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|a 1000107554
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
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