5th Revised edition
Services Marketing by Valarie A. Zeithaml
Book Description"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.
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Book DetailsISBN: 9780073380933
(256mm x 215mm x 27mm)
Imprint: McGraw Hill Higher Education
Publisher: McGraw-Hill Education - Europe
Publish Date: 1-Jul-2008
Country of Publication: United States
Books By Author Valarie A. Zeithaml
Services Marketing: Integrating Customer Focus Across the Firm, Paperback (April 2016)
European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. Drawing on research and using examples, this book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing.
Services Marketing, Hardback (April 2012)
Written for students and businesspeople who recognise the vital role that services play in the economy and its future, this book focuses on knowledge needed to implement service strategies for competitive advantage across industries.
Driving Customer Equity, Hardback (June 2000)» View all books by Valarie A. Zeithaml
The first book to prepare businesses for the new service millenium, in which Customer Equity, the total lifetime value of a firm's most valuable customers, will replace Brand Equity as a firm's chief asset.
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Author Biography - Valarie A. Zeithaml
Valarie Zeithaml e docente di marketing presso la University of North Carolina. Mary Jo Bitner e docente di marketing e gestione dei servizi presso la Arizona State University. Dwayne D. Gremler e docente di marketing presso la Bowling Green State Univerity.
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