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Services Marketing: Integrating Customer Focus Across The Firm, 3rd

Zeithaml, Valarie A.; Bitner, Mary Jo

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ISBN 10: 0072471425 / ISBN 13: 9780072471427
Published by McGraw-Hill College, Boston, MA, 2002
Used Condition: Good Hardcover
From a2zbooks (Burgin, KY, U.S.A.)

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Book is Used good. Text has highlighting. Cover has wear with bumps. Quantity Available: 1. ISBN: 0072471425. ISBN/EAN: 9780072471427. Pictures of this item not already displayed here available upon request. Inventory No: 1560766923. Bookseller Inventory # 1560766923

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Bibliographic Details

Title: Services Marketing: Integrating Customer ...

Publisher: McGraw-Hill College, Boston, MA

Publication Date: 2002

Binding: Hardcover

Book Condition: Good

Edition: 3rd Edition.

About this title

Synopsis:

SERVICES MARKETING, 3/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.

About the Author:

Valerie Zeithaml (Chapel Hill, NC) is a consultant with Strategy Management Implementation.

"About this title" may belong to another edition of this title.

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