Services Marketing: Integrating Customer Focus Across the Firm (Second Edition)

Zeithaml, V.A. and Bitner, M.J.

ISBN 10: 0071169946 / ISBN 13: 9780071169943

Published by Irwin/McGraw-Hill, 2000

About this Item

This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. In fair condition, suitable as a study copy. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,1250grams, ISBN:9780071169943. Seller Inventory # 9431308

Bibliographic Details

Title: Services Marketing: Integrating Customer ...

Publisher: Irwin/McGraw-Hill

Publication Date: 2000

Binding: Soft cover

Condition: Fair

Edition: 2nd Edition

About this title

Synopsis:

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.

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.