Services Marketing: Integrating Customer Focus Across the Firm

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

ISBN 10: 0071199144 / ISBN 13: 9780071199148

Published by McGraw-Hill, 2003

About this Item

This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. Clean from markings. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,1300grams, ISBN:9780071199148. Seller Inventory # 8657944

Bibliographic Details

Title: Services Marketing: Integrating Customer ...

Publisher: McGraw-Hill

Publication Date: 2003

Binding: Soft cover

Condition: Good

Edition: 3rd Edition

About this title

Synopsis:

"Services Marketing, 3rd Edition", 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 this 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.