Services marketing : integrating customer focus across the firm

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Services marketing : integrating customer focus across the firm

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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...

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Bibliographic Details
Main Authors:	Zeithaml, Valarie A. (Author), Bitner, Mary Jo (Author), Gremler, Dwayne D. (Author)
Format:	Book
Language:	English
Published:	New York : McGraw-Hill , c2013
Edition:	6th ed
Subjects:	Customer services Marketing Service industries > Marketing
Online Access:	Contributor biographical information Publisher description

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