Services marketing : integrating customer focus across the firm /

Services marketing : integrating customer focus across the firm /

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This book is divided into six parts: Focus on the Customer; Listening to Customer Requirements; Aligning Strategy, Service Design, and Standards; Delivering and Performing Service; Managing Service Promises; and The Big Picture-Closing All the Gaps.

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Dades bibliogràfiques
Autor principal: Zeithaml, Valarie A.
Altres autors: Bitner, Mary Jo.
Format: Llibre
Idioma:English
Publicat: Boston : Irwin/McGraw-Hill, 2000.
Edició:2nd ed.
Matèries:
Marketing.
Customer services.
Service industries.
Marketing du lịch.
Service industries > Marketing.
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Descripció
Sumari:This book is divided into six parts: Focus on the Customer; Listening to Customer Requirements; Aligning Strategy, Service Design, and Standards; Delivering and Performing Service; Managing Service Promises; and The Big Picture-Closing All the Gaps.
Descripció física:xxviii, 620 p. : ill. ; 25.5 cm.
ISBN:0072312211

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