| 000 | 01581 a2200217 4500 | ||
|---|---|---|---|
| 020 | _a0071199144 | ||
| 020 | _a9780071199148 | ||
| 082 | 0 | 4 | _a381 |
| 090 |
_c1888 _d1888 |
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| 100 | 1 | _aZeithaml, Valarie A. | |
| 245 | 1 | 0 |
_aServices marketing / _cValarie A. Zeithaml. |
| 250 | _a3rd ed. | ||
| 260 |
_a[S.l.] : _bMcGraw Hill Higher Education, _c2002. |
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| 300 |
_a624 p. ; _c25 cm. |
||
| 500 | _aPaperback. | ||
| 520 | _a"Services Marketing, 3rd Edition", 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 this 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. | ||
| 700 | 1 | _aBitner, Mary Jo. | |
| 856 | 4 | 0 |
_3Amazon.com _uhttp://www.amazon.com/exec/obidos/ASIN/0071199144/chopaconline-20 |
| 856 | 4 | 0 |
_3Amazon customer reviews _uhttp://www.chopac.org/cgi-bin/tools/azrev.pl?q=0071199144 |
| 942 |
_aNBS _cBK _k658.8 ZEI |
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| 999 |
_c344399 _d344399 |
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