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Services Marketing: Integrating Customer Focus Across the Firm
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Bibliographic Detail
Publisher Irwin Professional Pub
Publication date March 12, 2012
Pages 642
Binding Hardcover
Edition 6
Book category Adult Non-Fiction
ISBN-13 9780078112058
ISBN-10 0078112052
Dimensions 1.25 by 8.50 by 10.50 in.
Weight 3.10 lbs.
Original list price $297.15
Summaries and Reviews
Amazon.com description: Product Description: Services Marketing, 6/e, is written for students and businesspeople who recognise 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. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries.

In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers.

Editions
Hardcover
Book cover for 9780072312218 Book cover for 9780072471427 Book cover for 9780072961942 Book cover for 9780078112058
 
The price comparison is for this edition
With Dwayne D. Gremler | 6 edition from Irwin Professional Pub (March 12, 2012)
9780078112058 | details & prices | 642 pages | 8.50 × 10.50 × 1.25 in. | 3.10 lbs | List price $297.15
About: Services Marketing, 6/e, is written for students and businesspeople who recognise the vital role that services play in the economy and its future.
With Dwayne D. Gremler | 4th edition from Irwin Professional Pub (April 29, 2005)
9780072961942 | details & prices | 708 pages | 8.25 × 10.00 × 1.25 in. | 3.30 lbs | List price $216.20
About: Services Marketing, 4/e, by Zeithaml and Bitner provides a comprehensive review and analysis of services marketing issues, practice, and strategy.
3 sub edition from Irwin Professional Pub (July 1, 2002)
9780072471427 | details & prices | 668 pages | 8.00 × 10.00 × 1.25 in. | 3.15 lbs | List price $155.85
About: SERVICES MARKETING, 3/e, by Zeithaml and Bitner provides a comprehensive review and analysis of services marketing issues, practice, and strategy.
2nd edition from McGraw-Hill College (November 1, 1999)
9780072312218 | details & prices | 620 pages | 8.25 × 10.25 × 1.25 in. | 2.95 lbs | List price $133.85
About: Virtually all companies view service as critical to retaining their customers today and in the future.

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