Services marketing : integrating customer focus across the firm
| Main Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Boston :
McGraw-Hill/Irwin ,
c2006
|
| Edition: | 4th ed |
| Subjects: |
Table of Contents:
- 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