TY  - BOOK
AU  - Zeithaml, Valarie A.
AU  - Bitner, Mary Jo.
AU  - Gremler, Dwayne D.
AU  - Pandit, Ajay.
TI  - Services marketing: integrating customer focus across the firm 
SN  - 9789353160777
U1  - 658.804  7
PY  - 2009///
CY  - New Delhi
PB  - Tata McGraw Hill Publishing Company Ltd
KW  - Building customer relationships
KW  - Listening to customers through research
KW  - Customer defined service standards
N1  - The seventh edition of our hallmarked text on Services Marketing by Zeithaml, Bitner, Gremler and Pandit, introduces readers to the vital role that services play in economy and its future. Services dominate the advance economy of the world and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter and emphasizes the knowledge needed to implement service strategies for competitive advantage across industries
ER  -