Services Marketing by Zeithaml, Valarie; Bitner, Mary Jo; Gremler, Dwayne, 9780078112058
Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
  • ISBN: 9780078112058 | 0078112052
  • Cover: Hardcover
  • Copyright: 3/12/2012

  • Rent

    (Recommended)

    $10.39
    Rent Book Button
     
    Term
    Due
    Price
    *This item is part of an exclusive publisher rental program and requires an additional convenience fee. This fee will be reflected in the shopping cart.
  • Buy Used

    In Stock Usually Ships in 24 Hours.

    $159.25
    Buy Used Button
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.

You might also enjoy...

Loading Icon

Please wait while the item is added to your bag...
Continue Shopping Button
Checkout Button
Loading Icon
Continue Shopping Button