rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Services marketing
    sub title: integrating customer focus across the firm
  name:
    name part: Zeithaml, Valarie A.
    role:
      role term: creator
    role:
      role term: author
  name:
    name part: Bitner, Mary Jo
    role:
      role term: author
  name:
    name part: Gremler, Dwayne D.
    role:
      role term: author
  type of resource: text
  origin info:
    place:
      place term: nyu
    place:
      place term: New York
    publisher: McGraw-Hill
    date issued: c2013
    date issued: 2013
    edition: 6th ed
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: print
    extent: xxvii, 642 p. : ill. ; 26 cm.
  abstract: 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
  table of contents: 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
  note: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler
  note: Includes bibliographical references and index
  subject:
    topic: Customer services
  subject:
    topic: Marketing
  subject:
    topic: Service industries
    topic: Marketing
  classification: HD9980.5 .Z45 2013
  identifier: 007108696X
  identifier: 0078112052 (hardback : alk. paper)
  identifier: 9780071086967
  identifier: 9780078112058 (hardback : alk. paper)
  identifier: http://www.loc.gov/catdir/enhancements/fy1205/2011051073-b.html
  identifier: http://www.loc.gov/catdir/enhancements/fy1205/2011051073-d.html
  related item:
    location:
      url: http://www.loc.gov/catdir/enhancements/fy1205/2011051073-b.html
  related item:
    location:
      url: http://www.loc.gov/catdir/enhancements/fy1205/2011051073-d.html
  record info:
    record creation date: 111212
    record change date: 20121014093000.0
    record identifier: 0000077810