Services Marketing

Services Marketing

by Mary Jo Bitner (Author), Mary Jo Bitner (Author), Valarie Zeithaml (Author)

Synopsis

Services Marketing, 3rd Edition , by Zeithaml and Bitner provides a comprehensive review and analysis of services marketing issues, practice, and strategy. Utilizing the GAPS Model of Service Quality as an organizing framework, the structure of the text offers part openers that sequentially build the model gap by gap. Each part of this book includes multiple chapters with strategies for understanding and closing the critical gaps. Customer behavior, expectations, and perceptions are discussed early in the text to form the basis for understanding services marketing strategy, and the managerial content, in the rest of the text, is framed by the GAPS model. Additionally, the authors continue to refine conceptual frameworks for developing effective services marketing strategy and have incorporated more coverage of the use of technology and business-to-business applications in this edition.

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More Information

Format: Paperback
Pages: 624
Edition: 3
Publisher: McGraw-Hill Education
Published: 01 Aug 2002

ISBN 10: 0071199144
ISBN 13: 9780071199148

Author Bio
Valerie Zeithaml (Chapel Hill, NC) is a consultant with Strategy Management Implementation. Mary Bitner (Mesa, AZ) teaches at Arizona State University-Tempe.