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Services marketing: integrating customer focus acrss the firm

By: Zeithaml, Valarie A.
Contributor(s): Bitner, Mary Jo | Gremler, Dwayne D | Pandit, Ajay.
Publisher: New Delhi McGraw Hill Education (India) Pvt. Ltd., 2013Edition: 6th ed.Description: xv, 711 p.ISBN: 9781259026812.Subject(s): Marketing | Customer services | Service industriesDDC classification: 658.8 Summary: Services Marketing, in its sixth edition, continues to base itself on the ever-reliable GAPS Model of Service Quality. The book?s underlining theme makes the reader understand that a strong customer relationship through quality service is the basis on which the most successful companies thrive. It also has a focus on the Strategic aspect without deviating from the base structure of the text to help the students realize the potential of Service Marketing.
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Books Vikram Sarabhai Library
Slot 2165 (2 Floor, East Wing) 658.8 Z3S32 (Browse shelf) Available 179223

Services Marketing, in its sixth edition, continues to base itself on the ever-reliable GAPS Model of Service Quality. The book?s underlining theme makes the reader understand that a strong customer relationship through quality service is the basis on which the most successful companies thrive. It also has a focus on the Strategic aspect without deviating from the base structure of the text to help the students realize the potential of Service Marketing.

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