01685    a2200241   4500020001500000020001800015082001000033090001500043100002300058245004400081250001200125260004000137300002100177500001500198520089100213700002101104700002101125856008201146856008701228942002301315999001901338952008601357  a0072961945  a978007296194204a658.8  c1898d18981 aZeithaml, Valarie.10aServices marketing /cValarie Zeithaml.  a4th ed.  a[S.l.] :bMcGraw-Hill/Irwin,c2005.  a736 p. ;c26 cm.  aHardcover.  aServices 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.1 aBitner, Mary Jo.1 aGremler, Dwayne.403Amazon.comuhttp://www.amazon.com/exec/obidos/ASIN/0072961945/chopaconline-20403Amazon customer reviewsuhttp://www.chopac.org/cgi-bin/tools/azrev.pl?q=0072961945  aNBScBKk658.8 ZEI  c344408d344408  00104070aCLbCLd2013-08-28l0o658.8 ZEIpNBS6322r2020-10-15w2013-08-28yBK