Title: Services marketing : integrating customer focus across the firm /
Authors: Zeithaml, Valarie A.; Bitner, Mary Jo; Gremler, Dwayne D.
Publisher: McGraw-Hill/Irwin,
Year: 2006
Subjects: Service industries Marketing; Customer services.; Marketing.; Dienstensector.; Marketing.; Klantgerichtheid.
Contents: pt. 1. Foundations for Services Marketing -- pt. 2. Focus on the Customer -- pt. 3. Understanding Customer Requirements -- pt. 4. Aligning Service Design and Standards -- pt. 5. Delivering and Performing Service -- pt. 6. Managing Service Promises -- pt. 7. Service and the Bottom Line.