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: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York :
McGraw-Hill ,
c2013
|
| Edition: | 6th ed |
| Subjects: | |
| Online Access: | Contributor biographical information Publisher description |
MARC
| LEADER | 00000cam a2200000 7i4500 | ||
|---|---|---|---|
| 001 | 0000077810 | ||
| 005 | 20121014093000.0 | ||
| 008 | 111212s2013 nyu eng | ||
| 020 | |a 007108696X | ||
| 020 | |a 0078112052 (hardback : alk. paper) | ||
| 020 | |a 9780071086967 | ||
| 020 | |a 9780078112058 (hardback : alk. paper) | ||
| 050 | 0 | 0 | |a HD9980.5 |b .Z45 2013 |
| 090 | 0 | 0 | |a HD9980.5 |b .Z45 2013 |
| 100 | 1 | |a Zeithaml, Valarie A. , |e author | |
| 245 | 1 | 0 | |a Services marketing : |b integrating customer focus across the firm |c Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler |
| 250 | |a 6th ed | ||
| 260 | |a New York : |b McGraw-Hill , |c c2013 | ||
| 300 | |a xxvii, 642 p. : |b ill. ; |c 26 cm. | ||
| 504 | |a Includes bibliographical references and index | ||
| 505 | 0 | |a 1. Foundations for service marketing -- 2. Focus on the customer -- 3. Understanding customer requirements -- 4. Aligning service design and standards -- 5. Delivering and performing service -- 6. Managing service promises -- 7. Service and the bottom line | |
| 520 | |a 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 | ||
| 650 | 0 | |a Customer services | |
| 650 | 0 | |a Marketing | |
| 650 | 0 | |a Service industries |x Marketing | |
| 700 | 1 | |a Bitner, Mary Jo , |e author | |
| 700 | 1 | |a Gremler, Dwayne D. , |e author | |
| 856 | 4 | 2 | |3 Contributor biographical information |u http://www.loc.gov/catdir/enhancements/fy1205/2011051073-b.html |
| 856 | 4 | 2 | |3 Publisher description |u http://www.loc.gov/catdir/enhancements/fy1205/2011051073-d.html |
| 999 | |a 1000147622 |b Book |c OPEN SHELF (30 DAYS) |e Gong Badak Campus | ||