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Services Marketing : Integrating Customer Focus Across the Firm.

ZEITHAML Valarie A. ; BITNER Mary Jo ; GREMLER Dwayne D. ; WILSON Alan

MC GRAW HILL

2021

514

121.07-ZEITH

SERVICES MARKETING ; CUSTOMER SERVICE ; CUSTOMER RELATIONSHIP MANAGEMENT ; CUSTOMER ; QUALITY MANAGEMENT ; CONSUMER BEHAVIOR


Number of copies : 1
No. Call n° Bar code Commentary
1 [available]

ISBN 13 : 978-1-5268-4780-5

Contents :
Part 1: Foundations for Services Marketing

Part 2: Focus on the customer

Part 3: Understanding customer requirements

Part 4: Aligning service design and standards

Part 5: Delivering and performing service

Part 6: Managing Service Promises

Part 7: Service and the bottom line


Cases section

Nbre volumes : 0

Language : English

Print : 4ème

Figure(s) : Photographie(s) ; Tableau(x)

Location : Nice Library

Material : Paper

Statement : Présent

Owner : Bibliothèque