Services Marketing (5Th Edition)

Services Marketing (5Th Edition)

  • Publish Date: 2008-05-23
  • Binding: Hardcover
  • Author: Valarie A. Zeithaml Mary Jo Bitner Dwayne Gremler
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McGraw-Hill Irwin
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Services Marketing, 5/e, recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the books content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across industries. Hence, frameworks for customer-focused management, and strategies for increasing customer satisfaction and retention through service are included in the fifth edition.

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