PDF Download Services Marketing (5th Edition), by Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler
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Services Marketing (5th Edition), by Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler
PDF Download Services Marketing (5th Edition), by Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler
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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.
- Sales Rank: #520832 in Books
- Brand: McGraw-Hill Irwin
- Published on: 2008-05-23
- Ingredients: Example Ingredients
- Original language: English
- Number of items: 1
- Dimensions: 10.10" h x 1.10" w x 8.50" l, 3.30 pounds
- Binding: Hardcover
- 736 pages
About the Author
Valarie Zeithaml is the Roy and Alice H. Richards Bicentennial Professor of Marketing and Associate Dean for the MBA Program at the Kenan-Flagler Business School of the University of North Carolina.
Mary Bitner (Mesa, AZ) teaches at Arizona State University-Tempe.
Most helpful customer reviews
0 of 0 people found the following review helpful.
Five Stars
By Amazon Customer
the product is in the condition what they write down. thank you
1 of 1 people found the following review helpful.
Fundamental text to know about Services Marketing
By Subrata Chattopadhyay
This is a wonderful text to know the fundamentals of Services Marketing. Everywhere we see mess ups in service delivery. Awareness of the basic concepts presented herein will help avoid many a pitfall and also help pave the way for a win-win situation in services marketing.
This book presents the GAPS model very lucidly and provides many case studies to clarify the concepts.
A great investment to learn about this important component of the economy.
0 of 0 people found the following review helpful.
services marketing used book
By jessica_j
I ordered this used because it was significantly cheaper than the 5th edition but with relatively the same content. The seller said it could take up to 2 weeks to arrive, but it arrived in about 5 days. Everything was as advertised on the site. I would definitely order from the company again. The book itself is pretty basic stuff. No great revelations; pretty common sense stuff.
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