Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml ...[et al.]
By: Zeithaml, Valarie A
.
Contributor(s): Bitner, Mary Jo | Gremler, Dwayne D.
Material type: 
BookPublisher: New York : McGraw Hill, 2006Edition: 4th ed.Description: xxvii, 708 p. : ill. ; 26 cm. + pbk.Content type: text Media type: unmediated Carrier type: volumeISBN: 0071244964; 9780071244961.Subject(s): Service industries -- Marketing | Customer services | Marketing | Business and Management | Business & Management | Sales & marketing | MarketingDDC classification: 658.8 | 658.8 ZEI | Item type | Current library | Call number | Copy number | Status | Barcode | |
|---|---|---|---|---|---|---|
| General lending | MTU Bishopstown Library Lending | 658.8 (Browse shelf(Opens below)) | 1 | Available | 00079654 | |
| General lending | MTU Kerry North Campus Library First Floor Main | 658.8 ZEI (Browse shelf(Opens below)) | 0 | Available | 38888000669022 | |
| General lending | MTU Kerry North Campus Library First Floor Main | 658.8 ZEI (Browse shelf(Opens below)) | 1 | Available | 38888000495493 |
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Enhanced descriptions from Syndetics:
Provides a review and analysis of services marketing issues, practice, and strategy. Utilizing the GAPS Model of Service Quality as an organizing framework, this text offers part openers that sequentially build the model gap by gap. Each part includes multiple chapters with strategies for understanding and closing the critical gaps.
Includes bibliographical references and index.
Part One: Foundations for services marketing -- Part Two: Focus on the customer -- Part Three: Understanding customer requirements -- Part Four: Aligning service design and standards -- Part Five: Delivering and performing service -- Part Six: Managing service promises -- Part Seven: Service and the bottom line.