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Services Marketing

ISBN-10: 0078112052

ISBN-13: 9780078112058

Edition: 6th 2013

Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler

List price: $217.99
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Description:

Services Marketingrecognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book’s 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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Book details

List price: $217.99
Edition: 6th
Copyright year: 2013
Publisher: McGraw-Hill Education
Publication date: 5/16/2012
Binding: Hardcover
Pages: 672
Size: 8.50" wide x 10.20" long x 1.20" tall
Weight: 3.366

Valarie Zeithaml is the Roy and Alice H. Richards Bicentennial Professor of Marketing and Associate Dean for the MBA Program at the Kenan-Flagler Business School of the University of North Carolina.

Mary Bitner (Mesa, AZ) teaches at Arizona State University-Tempe.