Services marketing 6th

Zeithaml, V.A.
ISBN/EAN 9780071086967
Druk 6
Services Marketing recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the books content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across industries. Hence, frameworks for customer-focused management, and strategies for increasing customer satisfaction and retention through service are included in the fifth edition.
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