Services Marketing: Integrating Customer Service Across the Firm 4e
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success.In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-to-date and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and…
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Produktdetails
Weitere Autoren: Zeithaml, Valarie / Bitner, Mary Jo / Gremler, Dwayne
- ISBN: 978-1-5268-4780-5
- EAN: 9781526847805
- Produktnummer: 33562615
- Verlag: McGraw-Hill
- Sprache: Englisch
- Erscheinungsjahr: 2020
- Masse: H19.7 cm x B26.1 cm x D2.5 cm 946 g
- Auflage: 4 ed
- Gewicht: 946
- Sonstiges: General (US: Trade)
Über den Autor
Alan Wilson is Professor of Marketing and Head of the Marketing Department within the University of Strathclyde Business School. He specializes in the marketing of services, has a PhD in the subject, and has been invited to deliver lectures and seminars on both services marketing and marketing research in a variety of countries throughout the world, to both student and executive audiences.
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