Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
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TextPublication details: Boston : McGraw-Hill Irwin, c2009Edition: 5th int. edDescription: xxviii, 708 p. : ill., map ; 26 cmISBN: 0071263934 (pbk.); 9780071263931 (pbk.)Subject(s): Service industries -- Marketing | Customer services | MarketingDDC classification: 658.8 LOC classification: HD9980.5 | .Z45 2009Summary: This textbook provides a comprehensive review and analysis of services marketing issues, practice and strategy. Customer behaviour, expectations and perceptions are discussed early on in the text to form the basis for understanding services marketing strategy later on, and the managerial content is framed by the GAPS model.
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APU Library Open Shelf | Book | HD9980.5 .Z45 2009 c.1 (Browse shelf (Opens below)) | 1 | Available (No use restrictions) | 00011666 | |
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APU Library Open Shelf | Book | HD9980.5 .Z45 2009 c.4 (Browse shelf (Opens below)) | 4 | Available (No use restrictions) | 00010393 |
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| HD9980.5 .Z45 2000 c.1 Services marketing : | HD9980.5 .Z45 2000 c.2 Services marketing : | HD9980.5 .Z45 2009 c.2 Services marketing : | HD9980.5 .Z45 2009 c.3 Services marketing : | HD9981.5 .L68 1999 c.1 Principles of service marketing and management / | HD9986.A2 S47 2008 c.1 Services science : | HD9987.A2 S47 2005 c.4 Services marketing in Asia : |
Includes bibliographical references and index.
This textbook provides a comprehensive review and analysis of services marketing issues, practice and strategy. Customer behaviour, expectations and perceptions are discussed early on in the text to form the basis for understanding services marketing strategy later on, and the managerial content is framed by the GAPS model.
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