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Book details ●

Author : Valarie A. Zeithaml

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Pages : 736 pages

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Publisher : McGraw-Hill Higher Education 2008-07-01

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Language : English

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ISBN-10 : 0073380938

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ISBN-13 : 9780073380933

Book Synopsis "Services Marketing, 5/e", recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book s content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across industries. Hence, frameworks for customer-focused management, and strategies for increasing customer satisfaction and retention through service are included in the fifth edition.