This specific ISBN edition is currently not available.View all copies of this ISBN edition:
Services Marketing, 4/e, by Zeithaml and Bitner provides a comprehensive review and analysis of services marketing issues, practice, and strategy. Utilizing the GAPS Model of Service Quality as an organizing framework the structure of the text offers part openers that sequentially build the model gap by gap. Each part of the book includes multiple chapters with strategies for understanding and closing the critical gaps. Customer behavior, expectations, and perceptions are discussed early in the text to form the basis for understanding services marketing strategy and the managerial content, in the rest of the text, is framed by the GAPS model. Additionally, the authors continue to refine conceptual frameworks for developing effective services marketing strategy and have incorporated more coverage of the use of technology and business-to-business applications in this edition.
"synopsis" may belong to another edition of this title.
Valarie Zeithaml is the Roy and Alice H. Richards Bicentennial Professor of Marketing and Associate Dean for the MBA Program at the Kenan-Flagler Business School of the University of North Carolina.
"About this title" may belong to another edition of this title.
Book Description McGraw-Hill/Irwin, 2005. Hardcover. Condition: New. 4. Seller Inventory # DADAX0072961945
Book Description McGraw-Hill/Irwin, 2005. Condition: New. book. Seller Inventory # M0072961945
Book Description McGraw-Hill/Irwin. Hardcover. Condition: New. 0072961945 New Condition. Seller Inventory # NEW99.3020921
Book Description McGraw-Hill/Irwin, 2005. Hardcover. Condition: New. 4. Ships with Tracking Number! INTERNATIONAL WORLDWIDE Shipping available. Buy with confidence, excellent customer service!. Seller Inventory # 0072961945n