Zeithaml, Valarie A.,
Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, University of North Carolina at Chapel Hill, Mary Jo Bitner, Arizona State University, Dwayne D. Gremler, Bowling Green State University. - Sixth edition, International edition. - xxvii, 642 p. : illustrations ; 26 cm.
Includes bibliographical references and index.
Advanced economies of the world are dominated by services, even manufacturing companies recognize that service provides sustainable competitive advantages. This text focuses on customer expectations in order to help companies develop and deliver a service that the customer will value.
007108696v (paperback) 9780071086967 (paperback)
Service industries--Marketing.
Customer services.
Marketing.
HD9980.5 / .Z45 2013
Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, University of North Carolina at Chapel Hill, Mary Jo Bitner, Arizona State University, Dwayne D. Gremler, Bowling Green State University. - Sixth edition, International edition. - xxvii, 642 p. : illustrations ; 26 cm.
Includes bibliographical references and index.
Advanced economies of the world are dominated by services, even manufacturing companies recognize that service provides sustainable competitive advantages. This text focuses on customer expectations in order to help companies develop and deliver a service that the customer will value.
007108696v (paperback) 9780071086967 (paperback)
Service industries--Marketing.
Customer services.
Marketing.
HD9980.5 / .Z45 2013