ISBN 9780078112058 | 0078112052 Textbooks - "Services Marketing 6th Edition" by Valarie A Zeithaml Mary Jo Bitner Valarie Zeithaml Dwayne Gremler

Authors: Valarie A. Zeithaml - Mary Jo Bitner - Valarie Zeithaml - Dwayne Gremler
ISBN 10: 0078112052
ISBN 13: 9780078112058
Edition: 6
Release: March 12, 2012
Format: Hardcover (704 pages)
List Price: Unknown
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Tags: Business & Investing, Marketing & Sales, Marketing,

Book Description:
Services Marketing, 6/e, is written for students and businesspeople who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries. In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow’s businesses as they attempt to build strong relationships with their customers.

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Services Marketing (6th Edition)