Services marketing :
Zeithaml, Valarie A.
Services marketing : integrating customer focus across the firm / by Valarie A. Zeithaml, Mary Jo Bitner. - 2nd ed. - Boston, Mass. : Irwin/McGraw-Hill, 2000. - xxviii, 620 p. : ill. ; 26 cm.
Includes bibliographical references and index.
Focus on the customer--Listening to customer requirements--Aligning strategy, service design, and standards--Delivering and performing service.
0072312211
Service industries--Marketing.
Customer services.
Marketing.
Services marketing : integrating customer focus across the firm / by Valarie A. Zeithaml, Mary Jo Bitner. - 2nd ed. - Boston, Mass. : Irwin/McGraw-Hill, 2000. - xxviii, 620 p. : ill. ; 26 cm.
Includes bibliographical references and index.
Focus on the customer--Listening to customer requirements--Aligning strategy, service design, and standards--Delivering and performing service.
0072312211
Service industries--Marketing.
Customer services.
Marketing.