Zeithaml, Valarie A <br/><br/>
Services marketing :  integrating customer focus across the firm / 
Valarie A. Zeithaml ... [et al]. 
 - 5 ed. 
 - New York :  McGraw Hill,  2009. 
 - 708 p. :  il., grafs., diagrs., fots. byn., mapas byn., etc. 
<br/><br/>Incluye referencias bibliográficas, índice, etc. 
<br/><br/> Foundation for services marketing --  Introduction to services --  Conceptual framework of the book: The gaps model of service quality --  Focus on the customer --  Consumer behavior in services --  Customer expectations of service --  Customer perceptions of service --  Understanding customer requirements --  Listening to customers through research --  Building customer relationships -  service recovery --  Aligning service design and standards --  Service innovation and design --  Customer-Defined service standards --  Physical evidence and the servicescape --  Delivering and performing service --  Employees's roles in service delivery --  Custormer's roles in service delivery --  Delivering service through intermediaries and electronic channels --  Managing demand and capacity --  Managing service promises --  Integrated services marketing communications --  Pricing of services --  7.  Service and the bottom line --  The financial and economic impact of service --  Cases.  Pte.  1.  Cap.  1.  2.  Pte.  2.  Cap.  3.  4.  5.  Pte.  3.  Cap.  6.  7.  8.  Pte.  4.  Cap.  9.  10.  11.  Pte.  5.  Cap.  12.  13.  14.  15.  Pte.  6.  Cap.  16.  17.  Pte.  Cap.  18. 
<br/><br/><br/>Disponible en la Colección General. 
<br/><br/><label>ISBN: </label>9780073380933  (pasta dura) 0073380938  (pasta dura) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Industrias de Servicios--Mercadeo<br/>Servicio al Cliente<br/>Mercadeo<br/>Service Industries--Marketing<br/>Customer Services<br/>Marketing
<br/><br/><label>Dewey Class. No.: </label>658.835  / Z48a