Services marketing : integrating customer focus across the firm /
Contributor(s): Wilson, Alan | Zeithaml, Valarie A
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Publisher: Maidenhead (England) : McGraw-Hill Education, 2012Edition: 2nd European edition.Description: xxv-559 p. : ill. ; 27 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 0077131711; 9780077131715:; 9780077131715.Subject(s): Service industries -- Marketing | Customer services | Service industries -- Marketing -- Case studies | MarketingDDC classification: 658.8 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
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ATU Sligo Yeats Library Main Lending Collection | 658.8 WIL (Browse shelf(Opens below)) | 2 | Available | 0091544 | ||
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ATU Sligo Yeats Library Restricted Loan | 658.8 WIL (Browse shelf(Opens below)) | 2 | Available | 0079338 | ||
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ATU Sligo Yeats Library Restricted Loan | 658.8 WIL (Browse shelf(Opens below)) | 3 | Available | 0091543 | ||
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ATU Sligo Yeats Library Restricted Loan | 658.8 WIL (Browse shelf(Opens below)) | 3 | Available | 0079340 |
Includes index and bibliographic references.
Foundations of services marketing -- Understanding customer requirements -- Aligning service design and standards -- Delivering and performing service -- Managing service promises -- Services and bottom line.
Advanced economies of the world are dominated by services, even manufacturing companies recognize that service provides sustainable competitive advantages. This text focuses on customer expectations in order to help companies develop and deliver a service that the customer will value.