Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.

By:

Zeithaml, Valarie A

Contributor(s):

Material type:

TextPublication details: New York : McGraw-Hill Irwin, c2013.Edition: 6th edDescription: xxvii, 642 p. : ill. ; 26 cm.cmISBN:

9780078112058
9780071086967 ( pbk.)
007108696X ( pbk.)
0078112052

Subject(s):

LOC classification:

HD9980.5 .Z45

Contents:

Part 1 Foundations for services marketing 1 Part 2 Focus on the Customer 49 Part 3 Understanding Customer Requirements 111 Part 4 Aligning Service Design and Standards 215 Part 5 Delivering and Performing Service 309 Part 6 Managing Service Promises 409 Part 7 Service and the bottom line 469 CASES 495 Photo Credit 620 Index 622

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Holdings
Cover image	Item type	Current library	Home library	Collection	Shelving location	Call number	Materials specified	Vol info	URL	Copy number	Status	Notes	Date due	Barcode	Item holds	Item hold queue priority	Course reserves
	Books	Methodist University Library Main General Stacks		Reference		HD9980.5 .Z45 (Browse shelf(Opens below))					Available			39731

Includes index

Part 1 Foundations for services marketing 1
Part 2 Focus on the Customer 49
Part 3 Understanding Customer Requirements 111
Part 4 Aligning Service Design and Standards 215
Part 5 Delivering and Performing Service 309
Part 6 Managing Service Promises 409
Part 7 Service and the bottom line 469
CASES 495
Photo Credit 620
Index 622

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