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Services Marketing: Integrating Customer Focus Across the Firm
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Services Marketing: Integrating Customer Focus Across the Firm Hardback - 2012

by Valarie A. Zeithaml; Mary Jo Bitner; Dwayne D. Gremler

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From the publisher

Services Marketing, 6/e, is written for students and businesspeople who recognise the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries.

In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers.

Details

  • Title Services Marketing: Integrating Customer Focus Across the Firm
  • Author Valarie A. Zeithaml; Mary Jo Bitner; Dwayne D. Gremler
  • Binding Hardback
  • Edition INTERNATIONAL ED
  • Pages 642
  • Volumes 1
  • Language ENG
  • Publisher McGraw-Hill Education, London
  • Publication date 2012-03
  • Illustrated Yes
  • ISBN 9780078112058 / 0078112052
  • Weight 3.05 lbs (1.38 kg)
  • Dimensions 10.1 x 8 x 1.2 in (25.65 x 20.32 x 3.05 cm)
  • Category Business / Economics / Finance
  • Library of Congress subjects Marketing, Customer services
  • Library of Congress Catalogue Number 2011051073
  • Dewey Decimal Code 658.8
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Services Marketing: Integrating Customer Focus Across the Firm
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Services Marketing: Integrating Customer Focus Across the Firm

by Zeithaml, Valarie

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McGraw-Hill , 2013. This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. In good all round condition. No dust jacket. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,1500grams, ISBN:9780078112058
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Services Marketing
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Services Marketing

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Services Marketing
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Services Marketing

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Services Marketing
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Services Marketing

by Zeithaml, Valarie A., Bitner, Mary Jo, Gremler, Dwayne D

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Services Marketing
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Services Marketing

by Zeithaml, Valarie A., Bitner, Mary Jo, Gremler, Dwayne D

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Services Marketing (6th Edition)
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Services Marketing (6th Edition)

by Zeithaml, Valerie

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Services Marketing (6th Edition)
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Services Marketing (6th Edition)

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