Services Marketing

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9780073380933: Services Marketing

"Services Marketing, 5/e", recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book's content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across industries. Hence, frameworks for customer-focused management, and strategies for increasing customer satisfaction and retention through service are included in the fifth edition.

"synopsis" may belong to another edition of this title.

About the Author:

Valarie Zeithaml è docente di marketing presso la University of North Carolina.

Mary Jo Bitner è docente di marketing e gestione dei servizi presso la Arizona State University.

Dwayne D. Gremler è docente di marketing presso la Bowling Green State Univerity.

About the Author:

Valerie Zeithaml (Chapel Hill, NC) is a consultant with Strategy Management Implementation.

Mary Bitner (Mesa, AZ) teaches at Arizona State University-Tempe.

"About this title" may belong to another edition of this title.

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Dwayne Gremler; Mary Jo Bitner; Valarie A. Zeithaml
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