Services Marketing Integrating Customer Focus Across the Firm

Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a manage...

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Bibliographic Details
Main Author: Zeithaml, Valarie A. (Author)
Other Authors: Gremler, Dwayne D. (co-author), Bitner, Mary Jo (co-author)
Format: Book
Language:English
Published: New York McGraw-Hill Irwin 2018
Edition:Seventh Edition
Subjects:
Online Access:Click Here to View Status and Holdings.
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100 1 # |a Zeithaml, Valarie A.  |e author 
245 1 0 |a Services Marketing  |b Integrating Customer Focus Across the Firm  |c Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Martin Mende 
250 # # |a Seventh Edition 
250 # # |a Eighth Edition 
264 # 1 |a New York  |b McGraw-Hill Irwin  |c 2018 
264 # 4 |c ©2018 
264 # 4 |c ©2024 
300 # # |a xxviii, 514 pages  |b illustrations  |c 27 cm 
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504 # # |a Includes bibliographical references and index 
520 # # |a Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. The longer cases have been removed from the 7e. View Table of Contents and Features below for more information. 
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526 0 # |a Marketing of Transport Services  |b Bachelor of Business Administration (Hons.) Transport  |5 Faculty of Business and Management 
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526 0 # |a Customer Retention and Service Recovery  |b Bachelor of Customer Service Management (Hons.)  |5 Faculty of Business and Management 
526 0 # |5 FPP 
546 # # |a Text in English 
650 # 0 |a Customer services 
650 # 0 |a Marketing  |x Marketing 
650 # 0 |a Service industries  |x Marketing 
700 1 # |a Gremler, Dwayne D.  |e co-author 
700 1 # |a Bitner, Mary Jo.  |e co-author 
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