Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner.
By: Zeithaml, Valarie A
.
Contributor(s): Bitner, Mary Jo.
Publisher: Boston [Mass.] : Irwin/McGraw-Hill, c2000Edition: 2nd ed.Description: xxviii, 620 p. ; 26 cm.ISBN: 0071169946 (Int. ed.); 0072312211.Subject(s): Customer services | Marketing | Service industries -- MarketingDDC classification: 658.8 Summary: This is text 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. Even manufacturing companies that, in the past, have depend on their physical products for their livelihood now recognize that service provides one of their few sustainable competitive advantages. We wrote this book in recognition of the ever-growing importance of services and the unique challenges faced by managers of services. - Preface.
| Item type | Current location | Shelf location | Call number | Copy number | Status | Notes | Date due | Barcode |
|---|---|---|---|---|---|---|---|---|
| Main Collection | Taylor's Library-TU |
Floor 4, Shelf 26 , Side 2, TierNo 1, BayNo 8 |
658.8 ZEI (Browse shelf) | 1 | Available | SLASx,05000,03,GR | 5000159717 | |
| Main Collection | Taylor's Library-TU |
Floor 4, Shelf 26 , Side 2, TierNo 1, BayNo 8 |
658.8 ZEI (Browse shelf) | 1 | Available | SLASx,05000,03,GR | 5000014356 | |
| Main Collection | Taylor's Library-TU |
Floor 4, Shelf 26 , Side 2, TierNo 1, BayNo 8 |
658.8 ZEI (Browse shelf) | 1 | Available | SLASx,05000,03,GR | 5000014059 |
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| 658.8 TIN Marketing decisions / | 658.8 TIN Marketing decisions / | 658.8 WRI Marketing : | 658.8 ZEI Services marketing : | 658.8 ZIK Effective marketing : | 658.800285 CAS Cases in electronic commerce / | 658.800285 KAL Electronic commerce : |
This is text 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. Even manufacturing companies that, in the past, have depend on their physical products for their livelihood now recognize that service provides one of their few sustainable competitive advantages. We wrote this book in recognition of the ever-growing importance of services and the unique challenges faced by managers of services. - Preface.