| LEADER : 00000nam 2200000uu 4500 |
| 008 140521s2013||||th 000 0 tha d |
| 020 ^a9780071086967 (alk. paper)
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| 020 ^a007108696x (alk. paper)
|
| 040 ^aneu
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| 082 0 ^a658.8^bZ482S
|
| 100 1 ^aZeithaml, Valarie A
|
| 245 10 ^aServices marketing :^bintegrating customer focus acrossthe firm /^cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D.Gremler
|
| 250 ^a6th ed
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| 260 ^aNew York :^bMcGraw-Hill Irwin,^cc2013
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| 300 ^axxvii, 642 p. :^bill., map ;^c26 cm
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| 504 ^aIncludes bibliographical references and index
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| 520 ^aThis textbook provides a comprehensive review and analysisof services marketing issues, practice and strategy.Customer behaviour, expectations and perceptions arediscussed early on in the text to form the basis forunderstanding services marketing strategy later on, andthe managerial content is framed by the GAPS model
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| 650 0 ^aService industries^xMarketing
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| 650 0 ^aCustomer services
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| 650 0 ^aMarketing
|
| 700 1 ^aBitner, Mary Jo
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| 700 1 ^aGremler, Dwayne D
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| 852 ^aMarketing
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| 999 ^ayuwapha
|
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