Services marketing : integrating customer focus across the firm

Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler

"Services Marketing" 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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この本の情報

書名 Services marketing : integrating customer focus across the firm
著作者等 Bitner, Mary Jo
Gremler, Dwayne D.
Zeithaml, Valarie A
シリーズ名 McGraw-Hill international editions
出版元 McGraw-Hill
刊行年月 2013
版表示 6th ed
ページ数 xxvii, 642 p.
大きさ 26 cm
ISBN 9780071086967
NCID BB11134429
※クリックでCiNii Booksを表示
言語 英語
出版国 アメリカ合衆国
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