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Services marketing : Integrating customer focus across the firm / by Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler and Martin Mende

By: Contributor(s): Material type: TextTextPublication details: New York : McGraw Hill LLC, c2024Edition: Eight editionDescription: xxvi, 531 pages : illustrations ; 25 centimetersContent type:
  • rdacontent
ISBN:
  • 978-1-266-28715-9
Subject(s): DDC classification:
  • Eight edition BCir. 658 Se695
Contents:
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.
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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.

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