Services marketing : integrating customer focus across the firm /
by
Zeithaml, Valarie A
; Bitner, Mary Jo; Gremler, Dwayne D.
Material type: 
BookPublisher: Boston : McGraw-Hill Irwin, c2009Description: xxviii, 708 p. : ill., map ; 26 cm.ISBN: 9780077131715.Subject(s): Service industries -- Marketing | Customer services | MarketingSummary: This textbook provides a comprehensive review and analysis of services marketing issues, practice and strategy. Customer behaviour, expectations and perceptions are discussed early on in the text to form the basis for understanding services marketing strategy later on, and the managerial content is framed by the GAPS model
| Item type | Current location | Call number | Copy number | Status | Notes | Date due | Barcode |
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Books
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KAMPALA UNIVERSITY, JINJA General Section | 658.8 (Browse shelf) | C1 | Available | Material available in hard copy | 2020-0093 |
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Includes bibliographical references and index
This textbook provides a comprehensive review and analysis of services marketing issues, practice and strategy. Customer behaviour, expectations and perceptions are discussed early on in the text to form the basis for understanding services marketing strategy later on, and the managerial content is framed by the GAPS model
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