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Services marketing :

Zeithaml, Valarie A.

Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. - 6th ed. - New York : McGraw-Hill Irwin, c2013. - xxvii, 642 p. : ill. ; 26 cm.cm.

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

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

Subjects--Topical Terms:
Service industries--Marketing.
Customer services.
Marketing.

LC Class. No.: HD9980.5 / .Z45

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