Services Marketing - Softcover

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

Softcover

ISBN 10: 007108696X ISBN 13: 9780071086967

Publisher: McGraw Hill Higher Education, 2012

Synopsis

"Services Marketing" recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book's content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across industries. Hence, frameworks for customer-focused management, and strategies for increasing customer satisfaction and retention through service are included in the fifth edition.

About this title

About the Author:

Valerie Zeithaml (Chapel Hill, NC) is a consultant with Strategy Management Implementation. Mary Bitner (Mesa, AZ) teaches at Arizona State University-Tempe.

About this edition

• Publisher: McGraw Hill Higher Education
• Publication date: 2012
• ISBN 10: 007108696X
• ISBN 13: 9780071086967
• Binding: Paperback
• Edition number: 6
• Number of pages: 704