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Services Marketing: Integrating Customer Focus Across the Firm
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Services Marketing: Integrating Customer Focus Across the Firm Hardcover - 2017 - 7th Edition

by Valarie Zeithaml; Mary Jo Bitner; Dwayne Gremler


From the publisher

Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. The longer cases have been removed from the 7e. View Table of Contents and Features below for more information.

Details

  • Title Services Marketing: Integrating Customer Focus Across the Firm
  • Author Valarie Zeithaml; Mary Jo Bitner; Dwayne Gremler
  • Binding Hardcover
  • Edition number 7th
  • Edition 7
  • Pages 544
  • Volumes 1
  • Language ENG
  • Publisher McGraw-Hill Companies
  • Date 2017-03
  • Illustrated Yes
  • Features Bibliography, Illustrated, Index
  • ISBN 9780078112102 / 0078112109
  • Weight 2.6 lbs (1.18 kg)
  • Dimensions 10.1 x 8.3 x 1 in (25.65 x 21.08 x 2.54 cm)
  • Library of Congress subjects Marketing, Customer services
  • Library of Congress Catalog Number 2016059704
  • Dewey Decimal Code 658.8
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Services Marketing: Integrating Customer Focus Across the Firm
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Services Marketing: Integrating Customer Focus Across the Firm

by Zeithaml, Valarie A., Bitner, Mary Jo, Gremler, Dwayne D

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