01587 a2200229 4500 0072961945 9780072961942 658.8 1898 1898 Zeithaml, Valarie. Services marketing / Valarie Zeithaml. 4th ed. [S.l.] : McGraw-Hill/Irwin, 2005. 736 p. ; 26 cm. Hardcover. Services Marketing, 4/e, by Zeithaml and Bitner provides a comprehensive review and analysis of services marketing issues, practice, and strategy. Utilizing the GAPS Model of Service Quality as an organizing framework the structure of the text offers part openers that sequentially build the model gap by gap. Each part of the book includes multiple chapters with strategies for understanding and closing the critical gaps. Customer behavior, expectations, and perceptions are discussed early in the text to form the basis for understanding services marketing strategy and the managerial content, in the rest of the text, is framed by the GAPS model. Additionally, the authors continue to refine conceptual frameworks for developing effective services marketing strategy and have incorporated more coverage of the use of technology and business-to-business applications in this edition. Bitner, Mary Jo. Gremler, Dwayne. Amazon.com http://www.amazon.com/exec/obidos/ASIN/0072961945/chopaconline-20 Amazon customer reviews http://www.chopac.org/cgi-bin/tools/azrev.pl?q=0072961945 NBS BK 658.8 ZEI 344408 344408 0 0 0 0 CL CL 2013-08-28 0 658.8 ZEI NBS6322 2020-10-15 2013-08-28 BK