Library of American University of Madaba
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Services marketing : integrating customer focus across the firm /
by Zeithaml, Valarie A.
Authors: Bitner, Mary Jo.%joint author | Gremler, Dwayne D.%joint author Published by : McGraw-Hill Irwin, (Boston, MA :) Physical details: xxviii, 708 p. : ill., map ; 26 cm. ISBN: 0071263934 Subject(s): Service industries %Marketing. | Customer services. | Marketing Year: 2009
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| Item type | Location | Call Number | Status | Notes | Date Due |
|---|---|---|---|---|---|
 Book |
AUM Main Library English Collections Hall | 658.8 Z48 (Browse Shelf) | Available | JBC/2011/10695 | |
| Book |
AUM Main Library English Collections Hall | 658.8 Z48 (Browse Shelf) | Available | JBC/2011/10695 |
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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