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Services marketing: integrating customer focus across the firm/
| Autore principale: | |
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| Altri autori: | , , |
| Natura: | Printed Book |
| Pubblicazione: |
Chennai:
McGraw Hill,
2013.
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| Edizione: | 6th ed.; |
| Soggetti: |
Sommario:
- Services marketing-customer perceptions of service-understanding customer requirements-building customer relationships-Aligning service design and standards-Customer-defined service standards-Physical evidence and the servicescape-Delivering and performance service-Managing service promise-Pricing of services