| 000 | 02269nam a2200337 a 4500 | ||
|---|---|---|---|
| 001 | 000014389 | ||
| 005 | 20160221095450.0 | ||
| 008 | 110804m20091996xxuabdogrn 001 0 eng d | ||
| 942 | _c | ||
| 020 |
_a9780073380933 _c(pasta dura) |
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| 020 |
_a0073380938 _c(pasta dura) |
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| 040 |
_aCO-BrUAC _bspa _cCO-BrUAC _dCO-BrUAC |
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| 041 | 0 | _aeng | |
| 082 | 0 | 4 |
_a658.835 _bZ48a _221 ed. |
| 100 | 1 | _aZeithaml, Valarie A | |
| 245 | 1 | 0 |
_aServices marketing : _bintegrating customer focus across the firm / _cValarie A. Zeithaml ... [et al]. |
| 250 | _a5 ed. | ||
| 260 |
_aNew York : _bMcGraw Hill, _c2009. |
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| 300 |
_a708 p. : _bil., grafs., diagrs., fots. byn., mapas byn., etc. |
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| 504 | _aIncluye referencias bibliográficas, índice, etc. | ||
| 505 | 0 |
_gPte. _g1. _tFoundation for services marketing -- _gCap. _g1. _tIntroduction to services -- _g2. _tConceptual framework of the book: The gaps model of service quality -- _gPte. _g2. _tFocus on the customer -- _gCap. _g3. _tConsumer behavior in services -- _g4. _tCustomer expectations of service -- _g5. _tCustomer perceptions of service -- _gPte. _g3. _tUnderstanding customer requirements -- _gCap. _g6. _tListening to customers through research -- _g7. _tBuilding customer relationships - _g8. _tservice recovery -- _gPte. _g4. _tAligning service design and standards -- _gCap. _g9. _tService innovation and design -- _g10. _tCustomer-Defined service standards -- _g11. _tPhysical evidence and the servicescape -- _gPte. _g5. _tDelivering and performing service -- _gCap. _g12. _tEmployees's roles in service delivery -- _g13. _tCustormer's roles in service delivery -- _g14. _tDelivering service through intermediaries and electronic channels -- _g15. _tManaging demand and capacity -- _gPte. _g6. _tManaging service promises -- _gCap. _g16. _tIntegrated services marketing communications -- _g17. _tPricing of services -- _gPte. _t7. _tService and the bottom line -- _gCap. _g18. _tThe financial and economic impact of service -- _tCases. |
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| 544 | 1 | _aDisponible en la Colección General. | |
| 650 | 1 | 4 |
_aIndustrias de Servicios _xMercadeo |
| 650 | 1 | 4 | _aServicio al Cliente |
| 650 | 1 | 4 | _aMercadeo |
| 650 | 1 | 0 |
_aService Industries _xMarketing |
| 650 | 1 | 0 | _aCustomer Services |
| 650 | 1 | 0 | _aMarketing |
| 700 | 1 | _aBitner, María Jo | |
| 700 | 1 | _aGremler, Dwayne D | |
| 999 |
_c14259 _d14259 |
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