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"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 Details

ISBN: 9780073380933
ISBN-10: 0073380938
Format: Hardback
(256mm x 215mm x 27mm)
Pages: 736
Imprint: McGraw Hill Higher Education
Publisher: McGraw-Hill Education - Europe
Publish Date: 1-Jul-2008
Country of Publication: United States


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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.

Books By Author Valarie A. Zeithaml

Services Marketing by Valarie A. Zeithaml

Services Marketing

Hardback, April 2012
Delivering Quality Service by Valarie A. Zeithaml

Delivering Quality Service

Paperback, March 2009
Driving Customer Equity by Valarie A. Zeithaml

Driving Customer Equity

Hardback, June 2000