Services Marketing: Integrating Customer Focus Across the Firm (COLLEGE IE OVERRUNS)

Zeithaml, Valarie A. Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler Associate Professor of Marketing,

ISBN 10: 1260083527 / ISBN 13: 9781260083521

Published by McGraw Hill

About this Item

Services Marketing: Integrating Customer Focus Across the Firm (COLLEGE IE OVERRUNS) This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. .

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Bibliographic Details

• Title: Services Marketing: Integrating Customer Focus Across the Firm (COLLEGE IE OVERRUNS)
• Publisher: McGraw Hill
• Language: English
• ISBN 10: 1260083527
• ISBN 13: 9781260083521
• Binding: paperback
• Condition: Very Good

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.