Services marketing / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
By: Zeithaml, Valarie A.
Contributor(s): Bitner, Mary Jo | Gremler, Dwayne D.
Material type:
TextSeries: Publisher: New York : Mcgraw-Hill College, 1996Description: 700 p. 24 cm.ISBN: 0070782504 (hardcover); 9780070782501 (hardcover).Subject(s): Service industries -- Marketing | Marketing | Customer servicesDDC classification: 658.8 Z48S 1996 Summary: This title introduces a ground-breaking approach to the services marketing course. It replaces the 4Ps with the Gaps model of service quality. The Gaps service quality model makes explicit the difference between the marketing of goods and the marketing of services, as well as the differences between the way the principles of marketing course handles the marketing mix and the way the service marketing course does. Written by extremely well-respected people in services marketing, this book is the first integrated services marketing text in the field. It covers topics of critical importance for the 1990s, such as service quality, links between marketing and other disciplines (e.g. production and operations management and human resources management), and transforming a product firm into a service firm. The text ends with six comprehensive cases.
| Item type | Current location | Call number | Status | Date due | Barcode |
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Central Park Library Central Park Library | 658.8 Z48S 2004 (Browse shelf) | Available | 510736 | |
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Chughtai Public Library First Floor | 658.8 Z48S 1996 (Browse shelf) | Available | 502696 | |
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Masood Faisal Jhandir Library | 658.8 Z48S 1996 (Browse shelf) | Available | 125179. |
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This title introduces a ground-breaking approach to the services marketing course. It replaces the 4Ps with the Gaps model of service quality. The Gaps service quality model makes explicit the difference between the marketing of goods and the marketing of services, as well as the differences between the way the principles of marketing course handles the marketing mix and the way the service marketing course does. Written by extremely well-respected people in services marketing, this book is the first integrated services marketing text in the field. It covers topics of critical importance for the 1990s, such as service quality, links between marketing and other disciplines (e.g. production and operations management and human resources management), and transforming a product firm into a service firm. The text ends with six comprehensive cases.
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