Services marketing : integrating customer focus across the firm

Services Marketing, 4/e, by Zeithaml and Bitner provides a comprehensive review and analysis of services marketing issues, practice, and strategy. Utilizing the GAPS Model of Service Quality as an organizing framework the structure of the text offers part openers that sequentially build the model ga...

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Đã lưu trong:
Chi tiết về thư mục
Tác giả chính: Zeithaml, Valarie A.
Định dạng: Sách
Ngôn ngữ:Undetermined
Được phát hành: Boston McGraw-Hill/Irwin 2006
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Các nhãn: Thêm thẻ
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Thư viện lưu trữ: Trung tâm Học liệu Trường Đại học Cần Thơ
Miêu tả
Tóm tắt:Services Marketing, 4/e, by Zeithaml and Bitner provides a comprehensive review and analysis of services marketing issues, practice, and strategy. Utilizing the GAPS Model of Service Quality as an organizing framework the structure of the text offers part openers that sequentially build the model gap by gap. Each part of the book includes multiple chapters with strategies for understanding and closing the critical gaps. Customer behavior, expectations, and perceptions are discussed early in the text to form the basis for understanding services marketing strategy and the managerial content, in the rest of the text, is framed by the GAPS model. Additionally, the authors continue to refine conceptual frameworks for developing effective services marketing strategy and have incorporated more coverage of the use of technology and business-to-business applications in this edition