000			02072cam a22003494a 4500
008			111212s2013 nyua b 001 0 eng
020			_a9780071086967
020			_a0078112052
035			_a(OCoLC)ocn768480373
040			_aDLC _beng _cDLC _dYDXCP _dBTCTA _dC#P _dCDX _dDLC
042			_apcc
050	0	0	_aHD9980.5 _b.Z45 2013
082	0	0	_a658.8 _223
100	1		_aZeithaml, Valarie A.
245	1	0	_aServices marketing : _bintegrating customer focus across the firm / _cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
250			_a6th ed.
260			_aNew York : _bMcGraw-Hill Irwin, _cc2013.
300			_axxvii, 642 p. : _bill. ; _c26 cm.
504			_aIncludes bibliographical references and index.
650		0	_aService industries _xMarketing.
650		0	_aCustomer services.
650		0	_aMarketing.
700	1		_aBitner, Mary Jo.
700	1		_aGremler, Dwayne D.
035			_a(IMchF)fol14022589
520			_aServices Marketing , 6/e, is written for students and businesspeople who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries. In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers.
526	0		_aISIT918 MARK270 MARK938
005			20170126095808.0
001			51486
003			UOWD
942			_cCRS
999			_c19209 _d19209