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Services marketing : integrating customer focus across the firm

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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.

Ketersediaan
B20112557658.8 ZEI sMy LibraryTersedia
B20112565658.8 ZEI sMy LibraryTersedia
Informasi Detail
Judul Seri
-
No. Panggil
658.8 ZEI s
Penerbit
New York : McGraw Hill.,
Deskripsi Fisik
xxviii, 708 hlm.; 24 cm.
Bahasa
English
ISBN/ISSN
9780071263931
Klasifikasi
658.8
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
5
Subjek
Customer services
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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