Services marketing : Integrating customer focus across the firm /
Zeithaml, Valarie A.,author
Services marketing : Integrating customer focus across the firm / by Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler and Martin Mende - Eight edition - New York : McGraw Hill LLC, c2024 - xxvi, 531 pages : illustrations ; 25 centimeters - c2024
Includes index.
1. Foundation of service marketing. -- 2. Focus on the customer. -- 3. Understanding the customer requirements. -- 4. Aligning service design and standard. -- 5. Delivering and performing service. -- 6. Managing service promises. -- 7. Service trends: AI, robotics, and the bottom line.
978-1-266-28715-9
Service industries--Marketing
Customer services
BCir. 658 / Se695
Services marketing : Integrating customer focus across the firm / by Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler and Martin Mende - Eight edition - New York : McGraw Hill LLC, c2024 - xxvi, 531 pages : illustrations ; 25 centimeters - c2024
Includes index.
1. Foundation of service marketing. -- 2. Focus on the customer. -- 3. Understanding the customer requirements. -- 4. Aligning service design and standard. -- 5. Delivering and performing service. -- 6. Managing service promises. -- 7. Service trends: AI, robotics, and the bottom line.
978-1-266-28715-9
Service industries--Marketing
Customer services
BCir. 658 / Se695