Services marketing : integrating customer focus across the firm / Alan Wils...

Livre | Wilson, Alan. Auteur | 2012 - 2nd European edition

This second European edition focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, "Services Marketing" puts the customer's experience of service...

Services marketing : integrating customer focus across the firm / Alan Wils...

Livre | Wilson, Alan. Auteur | 2016 - 3rd european edition

La 4è de couv. indique : "European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketi...

Services marketing : integrating customer focus across the firm / Valarie A...

Livre | Zeithaml, Valarie A.. Auteur | 2009 - 5th ed.

This textbook provides a comprehensive review and analysis of services marketing issues, practice and strategy. Customer behaviour, expectations and perceptions are discussed early on in the text to form the basis for understandin...

Services marketing : integrating customer focus across the firm / Valarie A...

Livre | Zeithaml, Valarie A.. Auteur | 2018 - Seventh edition.

"Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to ...

Marketing management / [Philip] Kotler, [Kevin] Keller

Livre | Kotler, Philip (1931-....). Auteur | 2015 - 15e édition

"Découvrez la 15e édition du best-seller mondial du marketing ! L'accent est mis sur les trois bouleversements majeurs qui transforment les pratiques du marketing et les comportements de consommation : les nouvelles technologies...

Marketing management / Philip Kotler, Kevin Lane Keller

Livre | Kotler, Philip (1931-....). Auteur | 2016 - 15th edition

Du management au marketing des services : améliorer la relation client, dév...

Livre | Meyronin, Benoît. Auteur | 2011 - 2e éd.

Customer relationship management / Ed Peelen

Livre | Peelen, Ed (19..-....). Auteur | 2005

Services marketing : text and cases / Steve Baron, Kim Harris, Toni Hilton

Livre | Baron, J. Steve. Auteur | 2009 - 3rd ed.

Introduction. The contemporary context. Service goals: the use of metaphors. Customer interactions in services. Consumer experiences. Service design. Service employees as operant resources. Service quality and customer satisfactio...