000			02063cam a2200253 i 4500
020			_a9789353160777
082	0	0	_a658.8 _bZEI/S
100	1		_aZeithaml, Valarie A.,
245	1	0	_aServices marketing : _bintegrating customer focus across the firm /
250			_a7th ed.;
260			_aChennai: _bMcGraw Hill, _c2018.
300			_a582p.;
500			_aRevised edition of the authors' Services marketing, c2013.
520			_a"Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. View Table of Contents and Features below for more information"--
520			_a"This text is for students and business people who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. Manufacturing and product-dominant companies that, in the past, have depended on their physical products for their livelihood now recognize that service provides one of their few sustainable competitive advantages"--
650		0	_aService industries
650		0	_aCustomer services.
650		0	_aMarketing.
650		7	_aMarketing-multilevel.
700	1		_aBitner, Mary Jo,
700	1		_aGremler, Dwayne D.,
700	1		_aAjay Pandit
942			_cBK
999			_c75545 _d75545