Overview of Services Marketing: Integrating Customer Focus Across the Firm Book

Services Marketing, in its sixth edition, continues to base itself on the ever-reliable GAPS Model of Service Quality. The book's underlining theme makes the reader understand that a strong customer relationship through quality service is the basis on which the most successful companies thrive. It also has a focus on the Strategic aspect without deviating from the base structure of the text to help the students realize the potential of Service Marketing.Features:New model of service recovery strategies that includes strategies for fixing the customer and fixing the problemExpanded coverage includes service innovation, technology and Internet coverage and B2B services among othersSeven new book end cases which include global (United Breaks Guitars, Michelin Fleet Solutions and ISS Iceland) and Indian perspectivesTwo complete chapters and four comprehensive cases on the Online Companion Website (OLC)18 Indian Service Strategy Insights (including two for the online chapters)

• Book Type :

Business & Finance

• Book Binding :

Paperback

• Language :

English

• Number of Pages :

752 pages

• ISBN - 10 :

1259026817

• Services Marketing: Integrating Customer Focus Across the Firm Published On :

1-May-13

• Resource:

Textbooks, Business & Finance for Students and Professionals

Disclaimer:

• Services Marketing: Integrating Customer Focus Across the Firm Book is not for reading online or for free download in PDF or eBook format.
• Table of Contents,Index,Syllabus,summary and image of Services Marketing: Integrating Customer Focus Across the Firm book may be of a different edition or of the same title.
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