integrating customer focus across the firm Zeithaml, Valarie A. Primary Author Gremler, Dwayne D. Additional Author Bitner, Mary Jo Additional Author mixed material bibliography Boston McGraw Hill 2013 en English

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xxvii, 642 p. : figs., tabs., index. ; 25 cm. "Services Marketing" 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.<br> Consumer behaviour Service industries Customer services Pricing Service marketing Service management Consumer expectations textbookwm textbookmmem textbookmme textbooksmb BBC/BZT 9780071086967 Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen BBC/BZT Zei 37118 Short Loan (Short Loan) BBC/BZT Zei 47319 0000-00-00 00:00:00 2022-10-24 14:29:53 machine generated