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Services Marketing: Integrating Customer Focus Across the Firm

Services Marketing: Integrating Customer Focus Across the Firm
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Services Marketing: Integrating Customer Focus Across the Firm
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Reward Points: 1600
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 problem • Expanded coverage includes service innovation, technology and Internet coverage, and B2B services among others • Seven new book-end cases which include global (Zappos.com, United Breaks Guitars, Michelin Fleet S..

Book Details

Pustak Details
Sold ByTata McGraw Hill Publications
AuthorZeihthaml
ISBN-139781259026812
FormatPaperback
LanguageEnglish
CategoryOther (Books)

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Book Description

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 problem • Expanded coverage includes service innovation, technology and Internet coverage, and B2B services among others • Seven new book-end cases which include global (Zappos.com, United Breaks Guitars, Michelin Fleet Solutions, and ISS Iceland) and Indian (Ferns N Petal s , Bharatmat r imony. com; and BookmyShow.com) perspectives • Two complete chapters and four comprehensive cases on the Online Companion Website (OLC) • 18 Indian Service Strategy Insights (including two for the online chapters)

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