| 000 | 01292cam a2200289 a 4500 | ||
|---|---|---|---|
| 001 | 191732440 | ||
| 003 | OCoLC | ||
| 005 | 20200203173947.0 | ||
| 008 | 080129s2009 mauab b 001 0 eng | ||
| 010 | _a2008003660 | ||
| 020 | _a9780077131715 | ||
| 035 |
_a(OCoLC)191732440 _z(OCoLC)175648148 _z(OCoLC)214305675 _z(OCoLC)317744999 |
||
| 040 |
_aDLC _beng _cDLC |
||
| 092 |
_a658.8 _bZ48S2 |
||
| 100 | 1 |
_aZeithaml, Valarie A _92514 |
|
| 245 | 1 | 0 |
_aServices marketing : _bintegrating customer focus across the firm / _cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler |
| 260 |
_aBoston : _bMcGraw-Hill Irwin, _cc2009 |
||
| 300 |
_axxviii, 708 p. : _bill., map ; _c26 cm |
||
| 504 | _aIncludes bibliographical references and index | ||
| 520 | _aThis 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 | ||
| 650 | 0 |
_aService industries _xMarketing _92513 |
|
| 650 | 0 |
_aCustomer services _92515 |
|
| 650 | 0 |
_aMarketing _9855 |
|
| 700 | 1 |
_aBitner, Mary Jo _92516 |
|
| 700 | 1 |
_aGremler, Dwayne D _92517 |
|
| 942 |
_2lcc _cBK |
||
| 999 |
_c2347 _d2347 |
||