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A Wilson; VA Zeithaml; MJ Bitner; DD Gremler
ISBN: 9780077169312
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Description

European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: * - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field * - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships

Product Information

ISBN13 (SKU) 9780077169312
Title Services Marketing: Integrating Customer Focus Across the Firm
Author A Wilson; VA Zeithaml; MJ Bitner; DD Gremler
Edition 3rd
Publisher McGraw-Hill
Publication Date 2016
Country of Publication United States
Format Type Physical
Number of Pages 538
Institutions University of Pretoria
Course Codes BVD780
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