Services Marketing: Integrating Customer Focus Across the Firm

Alan Wilson, Valerie Zeithaml, Mary Jo Bitner, Dwayne Gremler

Research output: Book/ReportBook

Abstract

This title uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach.
LanguageEnglish
Place of PublicationUK
Number of pages580
Edition3rd European
Publication statusPublished - 1 Mar 2016

Fingerprint

marketing
firm
services
Services marketing
Service quality
Service economy
Customer relationship
Customer focus
Customer experience

Keywords

  • services marketing
  • customer experience management
  • service development

Cite this

Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2016). Services Marketing: Integrating Customer Focus Across the Firm. (3rd European ed.) UK.
Wilson, Alan ; Zeithaml, Valerie ; Bitner, Mary Jo ; Gremler, Dwayne. / Services Marketing : Integrating Customer Focus Across the Firm. 3rd European ed. UK, 2016. 580 p.
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language = "English",
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Wilson, A, Zeithaml, V, Bitner, MJ & Gremler, D 2016, Services Marketing: Integrating Customer Focus Across the Firm. 3rd European edn, UK.

Services Marketing : Integrating Customer Focus Across the Firm. / Wilson, Alan; Zeithaml, Valerie; Bitner, Mary Jo; Gremler, Dwayne.

3rd European ed. UK, 2016. 580 p.

Research output: Book/ReportBook

TY - BOOK

T1 - Services Marketing

T2 - Integrating Customer Focus Across the Firm

AU - Wilson, Alan

AU - Zeithaml, Valerie

AU - Bitner, Mary Jo

AU - Gremler, Dwayne

PY - 2016/3/1

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N2 - This title uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach.

AB - This title uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach.

KW - services marketing

KW - customer experience management

KW - service development

UR - http://www.mheducation.co.uk/services-marketing-integrating-customer-focus-across-the-firm

M3 - Book

SN - 9780077169312

BT - Services Marketing

CY - UK

ER -

Wilson A, Zeithaml V, Bitner MJ, Gremler D. Services Marketing: Integrating Customer Focus Across the Firm. 3rd European ed. UK, 2016. 580 p.