Services Marketing : Integrating Customer Focus Across The Firm
Marketing
Jenis Bahan
Monograf
Judul Alternatif
-
Pengarang
ZEITHAML, Valarie A.
Edisi
6th ed.
Pernyataan Seri
-
Penerbitan
-
Bahasa
-
Deskripsi Fisik
xxvii, 642 p. : ilus. ; 23 cm.
Jenis Isi
-
Jenis Media
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Penyimpanan Media
-
ISBN
978-007-108696-7
ISSN
-
ISMN
-
Bentuk Karya
-
Target Pembaca
-
Catatan
Index : p. 622-42
Abstrak
The book's content focuses on knowledge needed to implement service strategies for competitive advantage across industries. Included are frameworks for customer focused management and strategies for increasing customer satisfaction and retention through service. In addition to standard marketing topics, 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.
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Cikini Umum - Lantai 4 dan Lantai 5 | Koleksi Umum | Dapat dipinjam | Tersedia |
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Perpustakaan Jakarta - Cikini Jln. Cikini Raya No. 73, Komplek Taman Ismail marzuki, Jakarta Pusat |
Cikini Umum - Lantai 4 dan Lantai 5 | Storage Umum | Dapat dipinjam | Tersedia |
| 00005216785 | 658.1 ZEI s |
Perpustakaan Jakarta - Cikini Jln. Cikini Raya No. 73, Komplek Taman Ismail marzuki, Jakarta Pusat |
Cikini Umum - Lantai 4 dan Lantai 5 | Storage Umum | Dapat dipinjam | Tersedia |
| 00005445254 | R 658.8 ZEI s |
Perpustakaan Jakarta Pusat - Petojo Enclek Jl. Tanah Abang 1 Kebon Jahe Jakarta Pusat |
RUANG KOLEKSI REFERENSI ANAK PUSAT - Lantai 3 Ruang Tengah | Koleksi Referensi | Baca di tempat | Tersedia |
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