Services marketing : integrating customer focus across the firm - Zeithaml, Valarie A.; Bitner, Mary Jo; Gremler, Dwayne D. (Boston : McGraw-Hill/Irwin, 2006)
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
Includes bibliographical references and index
Keywords: Customer services; Marketing; Service industries -- Marketing