Services marketing : integrating customer focus across the firm
Focuses on knowledge needed to implement service strategies for competitive advantage across industries. This title introduces students to topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blue...
| Main Authors: | , , |
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| Format: | Book |
| Language: | English |
| Published: |
New York :
McGraw-Hill ,
c2013
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| Edition: | 6th ed |
| Subjects: | |
| Online Access: | Contributor biographical information Publisher description |
| Summary: | Focuses on knowledge needed to implement service strategies for competitive advantage across industries. This title introduces students to topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and more |
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| Physical Description: | xxvii, 642 p. : ill. ; 26 cm. |
| Bibliography: | Includes bibliographical references and index |
| ISBN: | 007108696X 0078112052 (hardback : alk. paper) 9780071086967 9780078112058 (hardback : alk. paper) |